Call Center Supervisor
Company: Maximus
Location: Harrisburg
Posted on: January 13, 2021
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Job Description:
Job Description SummaryThe Call Center Supervisor is responsible
for providing front-line, first level supervision and leadership to
customer service representatives (CSRs) with the goal of meeting
program objectives and customer service level agreements. Essential
Duties and Responsibilities:- Supervise the work of customer
service representatives to ensure adherence to quality standards,
deadlines, and proper procedures, correcting errors or problems as
needed---Interview and recommend hiring and promotion of contact
center staff, through partnering with Human Resources- Develop work
schedules and assign duties to direct report personnel to ensure
efficiency- Evaluate employees' job performance and recommend
appropriate personnel action, including disciplinary action,
performance improvement plans, and termination through partnering
with Human Resources- Discuss job performance concerns with
employees to identify causes and issues and work closely with the
Human Resources on resolving problems---Ensure compliance with
company Wage & Hour policy, including ensuring non-exempt employees
get the rest & meal breaks- Provide support and identify training
needs and development opportunities, through weekly coaching
sessions with direct reports- Perform operational tasks to assure
project and program service level requirements and goals are met,
including analyzing direct reports' quality performance and
trending call types, and providing coaching on a regular basis-
Participate in meetings and recommend changes to policies and
procedures- Assume leadership responsibility for departmental tasks
and contact center activities as required- Support and enforce
contact center expectations- Participate in the work of
subordinates to facilitate productivity or to overcome difficult
aspects of work- Assist direct reports with escalated issues or
cases as needed- Perform other duties as assigned by
leadershipMinimum Requirements:- Associate Degree or equivalent
combination of education, technical training or work experience
considered in lieu of degree---Minimum of two (2) years of
experience in a call center environment required---Ability to
manage a high level of confidentiality---Proficient in Microsoft
office suite---Excellent organizational, written, and verbal
communication skills- Ability to perform comfortably in a
fast-paced, deadline-oriented work environment- Ability to work as
a team member, as well as independently- Must be able to remain in
a stationary position for an extended period of time- Occasionally
lifts, carries, or otherwise moves items weighing up to 25 pounds
MAXIMUS Introduction Since 1975, Maximus has operated under its
founding mission of Helping Government Serve the People, enabling
citizens around the globe to successfully engage with their
governments at all levels and across a variety of health and human
services programs. Maximus delivers innovative business process
management and technology solutions that contribute to improved
outcomes for citizens and higher levels of productivity, accuracy,
accountability and efficiency of government-sponsored programs.
With more than 30,000 employees worldwide, Maximus is a proud
partner to government agencies in the United States, Australia,
Canada, Saudi Arabia, Singapore and the United Kingdom. For more
information, visit https://www.maximus.com. EEO Statement: Active
military service members, their spouses, and veteran candidates
often embody the core competencies Maximus deems essential, and
bring a resiliency and dependability that greatly enhances our
workforce. We recognize your unique skills and experiences, and
want to provide you with a career path that allows you to continue
making a difference for our country. We're proud of our connections
to organizations dedicated to serving veterans and their families.
If you are transitioning from military to civilian life, have prior
service, are a retired veteran or a member of the National Guard or
Reserves, or a spouse of an active military service member, we have
challenging and rewarding career opportunities available for you. A
committed and diverse workforce is our most important resource.
Maximus is an Affirmative Action/Equal Opportunity Employer.
Maximus provides equal employment opportunities to all qualified
applicants without regard to race, color, religion, sex, sexual
orientation, gender identity, national origin, protected veteran
status or disabled status.
Keywords: Maximus, Harrisburg , Call Center Supervisor, Other , Harrisburg, Pennsylvania
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