The Contact Center Supervisor is responsible for working with the leadership team to meet all performance metrics associated with operations. Responsible for providing: leadership, coaching, development and management of staff.
Executes on management routines and disciplines
Leads and manages by observations and coaches in the moment
Conducts and documents coaching, annual reviews, live service observations and 1:1's
Performance manage: Attendance, Schedule Adherence, Developmental Plan, Performance Plan, etc.
Prepare and facilitate team meetings/training
Answers employee questions and takes escalated calls
Recruits and obtains schedule movements (.e. extra hours, shift/break changes, PTO, extra hours, etc.)
Assists with candidate screening, interviews, hiring and new employee onboarding
Evaluates employee overall performance
Recognizes employee achievements and champions LogistiCare core values
Champions companywide initiatives (Supporting and embedding changes)
Approves/authorizes payroll accurately and on schedule
Identifies, collaborates and assists in developing process improvements
Must be able to maintain confidentiality of information
Live monitoring queues and skills while communicating needed changes to the National Command Center
Other duties as assigned
Analytical Skills - Ability to use thinking and reasoning to solve a problem
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Customer Oriented - Ability to take care of the customers' needs while following company procedures.
Decision Making - Ability to make critical decisions while following company procedures.
Interpersonal - Ability to get along well with a variety of personalities and individuals.
Management Skills - Ability to organize and direct oneself and effectively supervise others.
Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems
Relationship Building - Ability to effectively build relationships with customers and co-workers
Working Under Pressure - Ability to complete assigned tasks under stressful situations
Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous
Reliability - The trait of being dependable and trustworthy
High School Graduate or General Education Degree (GED)
Bachelor's Degree preferred
1 year of contact center Supervisory experience is strongly preferred
1 year of Transportation, Contact Center and Health Care experience preferred
Knowledge and proficiency of contact center management tools and principles; knowledge of and proficiency in quality improvement tools and processes
Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner
Must be able to work independently and as a member of a team
Experience dealing with crisis and ability to create processes that best benefit the entire team
Excellent customer service and phone skills
Must possess ability to analyze data and report on center performance
Strong management and organizational skills
Ability to accurately type 35+ corrected words per minute
Proficient in Microsoft Word, Excel and Outlook
Read, write and understand English fluently
Bi-lingual a plus
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Entire work time is conducted in an office environment in a controlled atmosphere building.
The noise level in the work environment is usually moderate.
LogistiCare is an Equal Opportunity Employer.