Supervisor

Job Description

Job Description

Summary of Position

The Supervisor provides leadership and direction to a team of Customer Service Representatives (CSR) and Customer Service Leads (CSRLD). The Supervisor ensures the Team provides outstanding customer service to both internal and external customers by professionally answering all calls and ensuring that customers receive accurate information politely and promptly.

Essential Job Requirements

• Serves as Supervisor with direct access to state systems to provide support to callers with general program questions, interprets policy and clarifies information, checks eligibility, renewal or program status, etc.
• Supervises a team of CSRs. Motivates, evaluates, and rewards individual and team performance
• Oversees setting goals and performance expectations
• Collaborates with management to develop policies and procedures for daily operations
• Ensures daily, weekly, and monthly productivity and quality metrics are achieved
• Maximizes operational performance and efficiencies within the project to ensure quality customer service and timely call management
• Provides coaching to team detailing areas of success and opportunities for improvement
• Conducts weekly team meetings keeping all team members abreast of current information
• Develops tools to assist management team in report generation as required by contractual obligations
• Ensures the confidentiality of all information contained in the State’s computer systems
• Regular and timely attendance
• Other duties as assigned

Required Education

• High School diploma or GED required
• 1 - 2 years of College or Business School Preferred

Required Experience

• Minimum 2 years of inbound call center experience
• Successful proven record of accomplishments for leading, motivating, counseling, and training employees
• Ability to maneuver websites proficiently, performing review, and locating required information while on the telephone with callers
• Professional experience with Microsoft programs, email, and Internet
• Ability and attitude to provide outstanding customer service to both internal and external customers
• Excellent interpersonal, organizational, and communication skills
• Commitment to partnership in a positive team environment