Supervisor

YOUNGWILLIAMS INC; Jackson (MS); On-site; USD 42,000 - 54,000; Full time

Job summary

YOUNGWILLIAMS INC is seeking a Supervisor to lead a Customer Service team in Jackson, MS. You will guide CSRs and CSRLs to deliver outstanding service, interpret policies, and manage daily operations to meet contractual metrics.

The role emphasizes coaching, performance management, and collaboration with management to improve processes and customer outcomes. A strong background in call centers and Microsoft tools is preferred.

Qualifications

• Minimum 2 years of inbound call center experience.
• Proven record of leading, motivating, counseling, and training employees.
• Ability to navigate websites, review information, and locate data while on calls.
• Proficient with Microsoft programs, email, and Internet.
• Excellent interpersonal, organizational, and communication skills.
• Commitment to positive team environment.

Responsibilities

• Provide leadership and direction to CSRs and CSR Leads.
• Ensure outstanding customer service to internal and external customers.
• Motivate, evaluate, and reward team performance.
• Develop daily operations policies and procedures with management.
• Ensure productivity and quality metrics are achieved.
• Coach team on successes and improvement opportunities.

Skills

Inbound call center exp

Leadership & motivation

Team collaboration

Excellent communication

Interpersonal skills

Education

High School diploma or GED

1-2 years of College

Tools

Microsoft programs

Email

Internet

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.

Regular Full-Time Full Service Mgt MS - Jackson/Ridgewood/CPC, Jackson, MS, US

4 days ago Requisition ID: 5471

Summary of Position

The Supervisor provides leadership and direction to a team of Customer Service Representatives (CSR) and Customer Service Leads (CSRLD). The Supervisor ensures the Team provides outstanding customer service to both internal and external customers by professionally answering all calls and ensuring that customers receive accurate information politely and promptly.

• Serves as Supervisor with direct access to state systems to provide support to callers with general program questions, interprets policy and clarifies information, checks eligibility, renewal or program status, etc.
• Supervises a team of CSRs. Motivates, evaluates, and rewards individual and team performance
• Oversees setting goals and performance expectations
• Collaborates with management to develop policies and procedures for daily operations
• Ensures daily, weekly, and monthly productivity and quality metrics are achieved
• Maximizes operational performance and efficiencies within the project to ensure quality customer service and timely call management
• Provides coaching to team detailing areas of success and opportunities for improvement
• Conducts weekly team meetings keeping all team members abreast of current information
• Develops tools to assist management team in report generation as required by contractual obligations
• Ensures the confidentiality of all information contained in the State’s computer systems
• Regular and timely attendance
• Other duties as assigned

Required Education

• High School diploma or GED required
• 1 - 2 years of College or Business School Preferred

Required Experience

• Minimum 2 years of inbound call center experience
• Successful proven record of accomplishments for leading, motivating, counseling, and training employees
• Ability to maneuver websites proficiently, performing review, and locating required information while on the telephone with callers
• Professional experience with Microsoft programs, email, and Internet
• Ability and attitude to provide outstanding customer service to both internal and external customers
• Excellent interpersonal, organizational, and communication skills
• Commitment to partnership in a positive team environment