Call Center Supervisor

PRWT Services; Philadelphia (Philadelphia County); On-site; USD 45,000 - 65,000; Full time

Job summary

PRWT Services, a leading minority-owned company, is seeking a Call Center Supervisor in Philadelphia. The role involves managing staff, ensuring efficient operations, and providing excellent customer service. Candidates should have supervisory experience and strong communication skills, with a commitment to fostering a diverse workforce.

Qualifications

• At least three years of call center experience.
• Minimum of two years supervisory or management experience.
• Ability to read, write, and understand English and/or Spanish.

Responsibilities

• Enforce company policies and prepare work schedules.
• Coach and motivate staff to achieve performance goals.
• Handle escalated citizen situations and maintain communication with clients.

Skills

Communication

Reliability

Punctuality

Problem Solving

Education

High School diploma or GED

Job description

Call Center Supervisor in Philadelphia, PA at PRWT Services

Job Description

As one of the nation’s premier minority-owned companies, we provide high-performance business process solutions, facilities management, and infrastructure support services to government and commercial markets.

SUMMARY

The Customer Service Associate is responsible for assisting customers via the Call Center in a timely manner. The position is conveniently located within Center City Philadelphia.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Enforce company and department policies and procedures.
2. Maintain verbal and written communication with the manager regarding the department.
3. Prepare work schedules to optimize workflow.
4. Maintain staff personnel files, including time and attendance records.
5. Complete daily and weekly payroll processing.
6. Monitor all lunch and break records.
7. Coach, counsel, and implement corrective actions for staff as needed.
8. Motivate staff to achieve performance goals.
9. Develop and train staff members.
10. Monitor telephone and correspondence quality to ensure accuracy.
11. Ensure staff efficiency standards are met daily.
12. Assist staff with job duties when necessary.
13. Answer inbound calls daily.
14. Handle escalated citizen situations via telephone, correspondence, and webmail.
15. Assign duties and review work for accuracy.
16. Maintain communication with clients via verbal and email communication as needed.
17. Attend calibration sessions with clients.
18. Follow up on client requests.
19. Complete departmental reports on a daily, weekly, and monthly basis.
20. Maintain records of all departmental work.
21. Make corrections or changes to errors as necessary.
22. Monitor and maintain staff, IVR, and ACD system functions.
23. Communicate with clients in the absence of the Manager.
24. Perform other duties as assigned.

QUALIFICATIONS

• Excellent communication skills with the ability to speak clearly and respond accurately to citizens.
• Ability to communicate effectively in a courteous and professional manner.
• Ability to learn and apply knowledge effectively.
• Reliability, punctuality, and consistent attendance.

AVAILABILITY

• Available to work between 8:30 am and 5:00 pm, Monday through Friday.

EDUCATION and/or EXPERIENCE

• High School diploma or GED.
• At least three years of call center experience.
• Minimum of two years supervisory or management experience, or equivalent combination of education and experience.
• Ability to read, write, and understand English and/or Spanish.
• Basic math skills.
• Ability to sit and/or stand for extended periods.

WORK ENVIRONMENT

The environmental conditions described are typical for this role. Reasonable accommodations may be provided for individuals with disabilities.

We promote employment and advancement opportunities for individuals from all backgrounds. By fostering a diverse workforce and engaging a diverse group of suppliers, we position ourselves for success in the global economy.