Call Center Supervisor

Youngwilliams Pc; Martinsville (VA); On-site; USD 36,000 - 39,000; Full time

Job summary

YoungWilliams is seeking a Call Center Supervisor to oversee staff, handle escalated calls, and drive performance in Martinsville, VA. The role requires coaching, attendance tracking, and ensuring top-quality customer service in a fast-paced environment.

Preferred candidates will have at least 1 year of supervisory experience in a call center or related public/private program, and an Associate’s degree or equivalent education. Equal opportunity employer.

Qualifications

• 1 year of call center supervision strongly preferred.
• 1 year of work experience in a public agency or private company responsible for administering child support enforcement programs and/or community service programs is preferred.
• Equivalent to an Associate’s degree from a college or vocational training institute is preferred.

Responsibilities

• Monitors and evaluates the performance of assigned staff to ensure prompt, knowledgeable and courteous customer service.
• Provides coaching, counseling, and guidance to assigned staff for ongoing improvement to customer service.
• Makes recommendations to management concerning transfers, promotions, discipline, hiring and termination.
• Monitors staffing levels and call center trends to ensure efficiency and attainment of goals.
• Monitors attendance and maintains records for assigned staff and related information.

Skills

Supervision

Coaching

Customer service

Communication

Education

Associate degree

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Supervisor

Regular Full-Time VA - Martinsville, Martinsville, VA, US

4 days ago Requisition ID: 5447

Salary: $18.00 Annually

Summary of Position

The Supervisor DBP provides supervision, training, and work direction to assigned staff. This position also accepts escalated calls and works in the queue when call volumes exceed maximum capacity.

• Monitors and evaluates the performance of assigned staff to ensure prompt, knowledgeable and courteous customer service.
• Provides coaching, counseling, and guidance to assigned staff 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.
• Analyses 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 assigned staff’s 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 Site Ops Manager with daily operations.
• Reviews daily reports to identify training opportunities and successes for assigned staff and provides feedback in a timely manner.
• Writes and administers performance reviews for skills improvements.
• Communicates and follows up to ensure assigned staff 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 and review call center progress. Develops and implements action plans to achieve daily and monthly goals.
• Proficient in Call Center Policy, state computer system, and DBP Policy.
• Provides accurate information to inquiring parties and other agency staff.
• Ensures the confidentiality of all information contained in the State computer system.
• Accepts escalation calls that cannot be resolved by assigned staff to address and resolve caller issues.
• Monitors incoming call volumes and assists when call volumes exceed maximum capacity.
• 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 field relevant to customer service, social or community service or management is preferred.

Required Experience

• 1 year of call center supervision is strongly preferred.
• 1 year of work experience in a public agency or private company responsible for administering child support enforcement programs and/or community service programs responsible for providing outreach related to the child support enforcement program or benefit programs is preferred.

YoungWilliams is an equal opportunity employer.