Call Center Supervisor

YoungWilliams; Martinsville (VA); On-site; USD 45,000 - 60,000; Full time

Job summary

YouthWilliams is seeking a Supervisor DBP to oversee assigned staff, provide training, and manage escalated calls. The role includes queue management when call volumes exceed capacity and ensuring timely, courteous service.

You will monitor performance, coach staff, and collaborate with management on transfers, promotions, and disciplinary actions. Attendance, reporting, and policy compliance are essential.

Qualifications

• 1 year of call center supervision preferred.
• Experience with public agency or child support programs preferred.
• Excellent communication and leadership skills.

Responsibilities

• Supervise, train, and direct staff to ensure quality customer service.
• Monitor performance and provide coaching for improvement.
• Handle escalated calls and queue management when volumes rise.
• Make staffing and operational recommendations to management.
• Ensure attendance records are accurate and maintained.
• Maintain confidentiality of information and comply with policies.

Skills

Staff supervision

Coaching

Customer service

Performance monitoring

Education

Associate degree

Job description

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

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.

Essential Job Requirements

• 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.