Lead Call Center Customer Service Supervisor

State-of-Missour

Jefferson City (MO)

On-site

USD 45,000 - 60,000

Full time

4 days ago

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Job summary

The Department of Revenue in Missouri seeks a Lead Customer Service Representative - Call Center to supervise a team delivering income, sales/use, and corporate tax support. You will set goals, monitor performance, and handle timesheets and leave requests, guiding agents and handling supervisor calls on tax questions.

Responsibilities include coaching staff, analyzing data to meet department goals, and ensuring high-quality service.

Qualifications

High school diploma or GED is required.
Two or more years of customer service and leadership experience.
Intermediate Excel skills needed.

Responsibilities

Manage, train, ENGAGE, and evaluate staff to deliver high customer service.
Manage and document employee performance and attendance.
Conduct and attend meetings as necessary.
Communicate professionally with internal and external customers.
Analyze data to determine production levels and department goals.
Help develop departmental procedures, policies and standards.
Participate in educational opportunities to increase knowledge.
Maintain customer satisfaction with problem solving resources and process improvements.
Improve quality by studying, evaluating, and redesigning processes.
Oversee and track phone calls using the phone system.