LOCATION: On-site in the District of Columbia
SUMMARY:
Supervises and leads Call Center staff in accordance with company policies and procedures while partnering with management to achieve operational goals, contractual compliance, and service excellence. Responsible for hiring, training, coaching, and motivating Call Center representatives to deliver exceptional service, effectively resolve beneficiary inquiries and complaints, and consistently meet performance, quality, and customer satisfaction objectives. Monitors team performance, provides ongoing feedback and development, and fosters a positive, high-performing work environment focused on continuous improvement and outstanding member support.
ESSENTIAL FUNCTIONS
- Ensures adherence to Call Center Policies and Procedures.
- Ensure calls are handled efficiently, accurately, and in a timely manner.
- Assists staff in resolving complaints or escalated calls.
- Coach and mentor staff to achieve optimum performance levels.
- Monitor personnel performance and participate in employee performance reviews.
- Responsible for staff scheduling to include employee training/re-training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations.
- Work with Call Center Manager to analyze call center volume. Make recommendations to staffing levels to meet Grade of Service goals.
- Communicate and coordinate with other Supervisors to ensure Call Center performs as a cohesive unit and meets performance goals.
- Complete human resource paperwork.
- Other duties as assigned.
REQUIRED SKILLS AND ABILITIES
- Ability to work well with people. Strong leadership skills.
- Exceptional organization and time management skills.
- Positive attitude, good judgment, and strong work ethic.
- Demonstrate excellent interpersonal communication skills.
- Strong computer skills. Proficiency and speed working in all Microsoft Office products.
- Strong organizational skills, including time management and documentation.
- Knowledge of telephone call center technologies (e.g., ACD, CRM, NICE, IEX systems)
- 3 years of experience providing coaching and quality assurance monitoring for frontline agents.
- 3 years of experience in a leadership role in a call center environment overseeing staff performance, quality assurance, and daily operations.
QUALIFICATION
- Associate degree from an accredited college in Communications, Management, Health Administration, or related fields.
- Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint).