Limited Service Call Center Supervisor

Essential Duties and Responsibilities:

- Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed

- Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources

- Develop work schedules and assign duties to direct report personnel to ensure efficiency

- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources

- Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems

- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks

- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports

- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis

- Participate in meetings and recommend changes to policies and procedures

- Assume leadership responsibility for departmental tasks and call center activities as required

- Support and enforce call center expectations

- Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

- Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership

- Maintain a high level of confidentiality while performing all work tasks
- Perform other duties as assigned by leadership.

- Take call escalations as needed.

- Monitor and provide feedback as it pertains to the performance of Team Leads and Customer Service Representatives.

- Provide updates on performance data to Customer Service Representatives and Team Leads on a weekly basis.

- Maintain documented review of QA evaluations that fall below the established performance threshold.

- Ensure the individual and units are meeting and exceeding quality and service requirements.

- Complete monthly requirements of 2 documented coaching's and 2 quality checks per assigned agent.

- Supervisors will receive a monthly inspection on their Coaching/Genesys logs for compliance.

- Submit Team Lead time off request to Call Center Management for approval.

- Oversee the documentation of staff performance, one-on-one coaching sessions documented in supervisor coaching log and/or Workday.

Minimum Requirements

- Bachelor's degree in related field.

- 3-5 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully.

- Experience supporting Marketplace (ACA) and Me...