Special Services Supervisor - WI

Southeastrans, Inc.; Villa Rica (GA); On-site; USD 32,000 - 45,000; Full time

Job summary

Southeastrans, Inc. is seeking an Admin Support Worker in Villa Rica, GA to coordinate department activities, supervise staff, and support high-quality service delivery. The role requires guiding projects, analyzing processes, and ensuring timetables are met.

The successful candidate will have 2+ years in customer service in a call center, strong interpersonal skills, and proficiency with Microsoft Office. Leadership ability and organizational strength are essential for success in this position.

Qualifications

• Two or more years of Customer Service experience in a Call Center.
• Basic reading, writing, and arithmetic skills required.
• Demonstrated excellent interpersonal communication skills.
• Knowledge of creative educational and training techniques.
• Strong leadership skills.
• Strong computer skills; proficiency and speed in Microsoft Office.
• Demonstrated ability to assess individual and departmental needs and address them effectively.
• Strong organizational skills, including time management and documentation.
• Knowledge of telephone call center systems.

Responsibilities

• Coordinate department activities and special projects to ensure quality and timetables.
• Evaluate department processes; recommend and coordinate needed changes based on analysis.
• Direct staff in development, analysis, and preparation of reports.
• Supervise staff in accordance with company policies and procedures.
• Assist staff to resolve complex or out-of-policy operation problems.
• Conduct quality assurance calls with facilities to determine level of service and adjust as needed.
• Attend meetings with facilities as necessary.
• Conduct interviews, hire new staff, and provide employee orientation.
• Coach and provide career development advice to staff.
• Establish employee goals and conduct performance reviews.
• Manage staff scheduling including assignments/rotations and training.
• Schedule and conduct staff meetings.
• Meet department productivity and quality goals.
• Communicate with other Supervisors and Managers.
• Serve on committees and teams as department representative.
• Complete human resource paperwork.
• Other duties as assigned.

Skills

Customer Service

Call Center

Leadership

Microsoft Office

Interpersonal Skills

Time Management

Problem Solving

Organizational Skills

Staff Scheduling

Tools

Microsoft Office

Job description

Admin Support Worker Villa Rica, GA, US

SUMMARY

Coordinate department activities and special projects. Supervise staff in accordance with company policies and procedures.

ESSENTIAL FUNCTIONS

• Coordinate department activities and special projects to ensure quality and meet timetables.
• Evaluate department processes. Recommend and coordinate needed changes based on process analysis.
• Direct staff in the development, analysis, and preparation of reports.
• Supervise staff in accordance with company policies and procedures.
• Assist staff to resolve complex or out‑of‑policy operation problems.
• Conduct quality assurance calls with facilities to determine the level of service and make adjustments as necessary.
• Attend meetings with facilities as necessary.
• Conduct interviews, hire new staff, and provide employee orientation.
• Coach and provide career development advice to staff.
• Establish employee goals and conduct employee performance reviews.
• Responsible for staff scheduling to include work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignments, back‑up for absent employees, and shift rotations.
• Schedule and conduct staff meetings.
• Responsible to meet department productivity and quality goals.
• Communicate with other Supervisors and Managers.
• Serve on committees and teams as a department representative.
• Complete human resource paperwork.
• Other duties as assigned.

QUALIFICATIONS REQUIRED

• Two or more years of Customer Service experience in a Call Center.
• Basic reading, writing, and arithmetic skills required.
• Demonstrated excellent interpersonal communication skills.
• Knowledge of creative educational and training techniques.
• Strong leadership skills.
• Strong computer skills. Proficiency and speed working in all Microsoft Office products.
• Demonstrated ability to assess individual and departmental needs and execute effective strategies to address those needs.
• Strong organizational skills, including time management and documentation.
• Knowledge of telephone call center systems.