Please note that this position is being posted in anticipation of contract award and consideration/placement will be contingent upon that award. JOB PURPOSE : The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to Triage Operators) with the goal of meeting program objectives and customer service level agreements. ESSENTIAL JOB RESPONSIBILITIES: Supervise the work of triage operators to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed Interview and recommend hiring and promotion of remote case management services staff, through partnering with 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 the human resources on resolving problems Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports Perform operational tasks to ensure program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending calls, 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 Participate in 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 Job Requirements: ESSENTIAL QUALIFICATIONS: EDUCATION: Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree. Minimum of two (2) years of experience in a call center environment required EXPERIENCE: Outstanding organizational skills and ability to manage multiple projects simultaneously with attention to details. Proficiency in Spanish/English (written and spoken language skills), required. Other bilingual capabilities also sought. Eligible to receive, pass, and maintain e-QIP background check - initiated by the National Background Investigations Bureau. Excellent interpersonal skills, including good communication skills, listening skills, and attitude. Intermediate proficiency in Microsoft Office products and Google tools. Must be a U.S. citizen or a Lawful Permanent Resident. LICENSES: Driver’s License with clear record required. VEHICLE: Must have daily use of a vehicle without prior notice. Valid driver’s license, access to an automobile, insurance, and willingness to drive to off-site locations, highly preferred. OTHER: Must be available and willing to travel to various locations (30-40%) and with such frequency as the business need dictates. Must be available and willing to work nights, weekends and holidays as required to meet business needs. Willingness to work other duties as required. Must not pose a direct threat or significant risk of substantial harm to the safety or health of himself/herself or others. Other job requirements include: Ability to type, knowledge of phone system protocols related to transferring calls, knowledge of manual/computerized phone systems, knowledge of customer service principles and techniques; and must develop a knowledge of the program, its general operations and specialties in order to effectively respond to incoming calls and to rout them properly. Ability to multitask effectively, dealing with phone calls pleasantly. Ability to analyze situations and respond appropriately. Operator will sit for extended period of time and some contact may involve dealing with angry or upset people. EXCEPTIONS TO THESE CRITERIA MUST BE APPROVED BY THE DEPARTMENT HEAD. ESSENTIAL KNOWLEDGE, SKILLS, and ABILITIES: COMMUNICATION: Ability to communicate clearly and effectively via oral and written means. Ability to present a friendly and positive demeanor to staff, board, funders, vendors, customers and the general public. COMPOSURE: Ability to remain calm and maintain self-control in the midst of difficult circumstances and emergencies. Ability to respond in a professional manner in all situations. COMPUTER: Proficient knowledge of Word; complex tables, forms, etc. Working knowledge of Excel and PowerPoint; Visio a plus. Proficiency with project management software. 50 WPM, 95% accuracy. DECISION MAKING: Ability to think analytically and evaluate the impact of decisions. Requires high level of concentration, focus and use of memory. Ability to set work priorities and to evaluate and create solutions to work related problems. MANAGEMENT: Knowledge of business and management practices involved in strategic planning, budgeting, resource allocation and leadership. Works with a bias towards action. Ability to evaluate effectiveness of initiatives. Must be highly organized, detail oriented, and reliable. NEGOTIATION: Ability to persuade and influence regulatory representatives to reach optimum audit and/or investigation results. Ability to present the organization in a professional manner in all negotiations. ORGANIZATION: Ability to keep various on-going projects organized and files maintained accurately. Above normal levels of concentration and memory required. Requires good time management practices and the ability to meet multiple deadlines. PLANNING: Ability to think long term; up to one year in advance. Knowledge of project management processes and best practices. TECHNICAL: Ability to develop and comprehend numerical and statistical data analysis. Expertise in process mapping. EOE Statement Endeavors® and Endeavors Unlimited, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or status as a veteran in accordance with applicable federal laws. Endeavors® and Endeavors Unlimited, Inc. also complies with applicable state and local laws governing nondiscrimination in employment in every location its employees are working. This policy applies to all terms and conditions of employment, including, but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Endeavors® and Endeavors Unlimited, Inc. are 'Equal Opportunity/Affirmative Action Employers.'
