Call Center Supervisor

YoungWilliams; Livonia (MI); On-site; USD 52,000 - 74,000; Full time

Job summary

YoungWilliams is seeking an experienced Supervisor to direct the activities of Customer Service Representatives (CSRs) and Leads in a Michigan-based call center. The role includes supervision, training, and work direction to staff, with emphasis on coaching, performance monitoring and staffing efficiency.

The ideal candidate will have 1 year of supervisory experience in a call center and familiarity with state and court systems, ensuring prompt and courteous service while maintaining

Qualifications

• Monitors and evaluates the performance of CSRs and Leads to ensure prompt, knowledgeable and courteous customer service.
• Provides coaching, counseling and guidance to CSRs and Leads for ongoing improvement to customer service.
• Makes recommendations to management concerning transfers, promotions, discipline, hiring and termination.
• Monitors individual, team and call center results to identify positive and negative performance trends and ensure attainment of performance goals.
• Analyzes staffing levels and call center trends to ensure staffing levels are efficient to meet goals and objectives.
• Monitors CSRs and Leads time and attendance by maintaining attendance records.
• Assists the Sr. Operations Manager with daily operations.
• Reviews daily reports to identify training opportunities and successes for CSRs and Leads providing feedback.
• Writes and administers performance reviews for skills improvements.
• Communicates and follows up to ensure CSRs and Leads are informed of new information related to procedures and issues.
• Attends management meetings to set performance goals and develop action plans.
• Proficient in Call Center Policy, state & Court computer systems.
• Provides accurate information to inquiring parties and agency staff.
• Ensures confidentiality of all information.
• Accepts escalation calls and resolves caller issues; assists with taking calls.
• Regular and timely attendance.
• Other duties as assigned

Responsibilities

• Supervise CSRs and Leads, providing supervision, training and work direction.
• Monitor performance and customer service quality, coaching for continuous improvement.
• Administer personnel actions such as transfers, promotions, discipline, and hiring recommendations.
• Track staffing and attendance to ensure efficient operations and meeting goals.
• Collaborate with the Sr. Operations Manager on daily operations and reporting.
• Prepare and review performance evaluations and identify training opportunities.
• Communicate updates and procedures to staff and ensure understanding.
• Attend management meetings to set goals and implement action plans.
• Handle escalated inquiries and provide accurate information to stakeholders.
• Maintain confidentiality and ensure timely attendance and presence on shifts.

Skills

People management

Coaching & development

Performance reviews

Call center operations

Attendance tracking

Education

Associate's degree

Tools

State & Court systems

Call center policies

Job description

The Supervisor directs the activities of the Customer Service Representatives (CSRs) and Leads providing supervision, training and work direction to staff.

• Monitors and evaluates the performance of CSRs and Leads to ensure prompt, knowledgeable and courteous customer service.
• Provides coaching, counseling and guidance to CSRs and Leads for ongoing improvement to customer service.
• Makes recommendations to management concerning transfers, promotions, discipline, hiring and termination.
• Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals.
• Analyzes staffing levels and call center trends to ensure that staffing levels are efficient in order to maintain project goals and objectives and meet operational effectiveness.
• Monitors CSRs and Leads time and attendance by maintaining attendance records, including excused and/or unexcused absences, late arrivals, and early departures with all related information entered on the attendance record.
• Assists the Sr. Operations Manager with daily operations.
• Reviews daily reports to identify training opportunities and successes for CSRs and Leads providing feedback in a timely manner.
• Writes and administers performance reviews for skills improvements.
• Communicates and follows up to ensure CSRs and Leads are fully informed of all new information related to procedures, customer needs and company related issues, changes or actions.
• Attends management meetings to set performance goals, review call center progress. Develops and implements action plans to achieve daily and monthly goals.
• Proficient in Call Center Policy, state & Court computer systems
• Provides accurate information to inquiring parties and other agency staff.
• Ensures the confidentiality of all information while performing work tasks.
• Accepts escalation calls that cannot be resolved by CSRs or Leads to address and resolve caller issues.
• Actively assists with taking calls.
• Regular and timely attendance
• Other duties as assigned

Summary of Position

The Supervisor directs the activities of the Customer Service Representatives (CSRs) and Leads providing supervision, training and work direction to staff.

Essential Job Requirements

• Monitors and evaluates the performance of CSRs and Leads to ensure prompt, knowledgeable and courteous customer service.
• Provides coaching, counseling and guidance to CSRs and Leads for ongoing improvement to customer service.
• Makes recommendations to management concerning transfers, promotions, discipline, hiring and termination.
• Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals.
• Analyzes staffing levels and call center trends to ensure that staffing levels are efficient in order to maintain project goals and objectives and meet operational effectiveness.
• Monitors CSRs and Leads time and attendance by maintaining attendance records, including excused and/or unexcused absences, late arrivals, and early departures with all related information entered on the attendance record.
• Assists the Sr. Operations Manager with daily operations.
• Reviews daily reports to identify training opportunities and successes for CSRs and Leads providing feedback in a timely manner.
• Writes and administers performance reviews for skills improvements.
• Communicates and follows up to ensure CSRs and Leads are fully informed of all new information related to procedures, customer needs and company related issues, changes or actions.
• Attends management meetings to set performance goals, review call center progress. Develops and implements action plans to achieve daily and monthly goals.
• Proficient in Call Center Policy, state & Court computer systems
• Provides accurate information to inquiring parties and other agency staff.
• Ensures the confidentiality of all information while performing work tasks.
• Accepts escalation calls that cannot be resolved by CSRs or Leads to address and resolve caller issues.Actively assists with taking calls.
• Regular and timely attendance
• Other duties as assigned

Required Education

Equivalent to an Associate’s degree from a college or vocational training institute in a relevant field.

Required Experience

• 1 year of call center supervision is strongly preferred.
• 1 year of work experience administering child support enforcement or related community service programs preferred.