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SteerBridge · 1 month ago

Contact Center Supervisor

United States

Full-time

Remote

Mid, Senior Level

$105K/yr - $120K/yr

4+ years exp

SteerBridge Strategies is a CVE-Verified Service-Disabled, Veteran-Owned Small Business delivering professional services to the U.S. Government and private sector. The Contact Center Supervisor is responsible for coaching agents and improving the performance of the VEO Contact Center while ensuring compliance with established business rules and managing workforce operations.

GovernmentInformation TechnologySoftware

Responsibilities

Responsible for coaching agents, interacting with clients and other team members of the contact center team, and actively participate in improving the VEO Contact Center’s performance by assisting in balancing all workload requirements, responding in a positive manner to management requests for information or ideas that enhance the effective operation of the contact center or reinforcing training on matters regarding the contact center

Understands the Workforce Management process and serves as a liaison between the Customer Service Representative and the Government WFM Section to handle change requests and exceptions to the daily schedule

Responsible for ensuring the Customer Service Representative (CSR) complies with established business rules

Oversee telephony queues

Ensures sufficient Customer Service Representatives are present at work to fill the assigned schedule

Identify Customer Service Representatives who are not in compliance with established processes and coach them to improved performance or appropriately disposition if improvement doesn’t occur

Identify training gaps and tools

Reinforce standards, and use progressive discipline when compliance continues to be an issue

Ensures all Customer Service Representatives adhere to assigned schedule and that all adherence and performance metrics for their team are met or exceeded

Encounters that require service recovery will be reviewed and if service recovery is appropriate, contact will be made with the customer

Administers the leave and excused/unexcused absence polices and regulations for CSRs under their supervision

Maintains control over attendance, leave and excused absence of employee

Supervisors monitor the phone line dedicated to staff for requesting unscheduled time off

Supervisors are responsible for entering all unscheduled leave requests into the WFM system for approval by designated WFM section member

Supervisors should approve exception requests through messaging prior to the event for any preplanned exception

Shift Lead Supervisor is responsible for documenting disruptive callers into the Shift Report and for ensuring interim information from law enforcement is documented in the case prior to end of shift

Supervisors and management officials will follow a standard set of procedures on-boarding/off-boarding personnel

Supervisors are responsible for requesting new employee’s e-mail addresses to be assigned to their appropriate groups

Supervisors must be responsible for other operational activities as they are identified

Responsible for agents’ performance, training, and ability to handle calls

Supervisors are responsible to assist agents with technical issues and with submitting tickets and alerting designated operations personnel when agents are unable to take calls

Responsible for regular team meetings and 1:1 coaching

Responsible for additional monitoring of performance, assigning training, and providing coaching for any agents who do not meet performance expectations

Responsible for logging into appropriate systems to serve as an agent/senior agent when customer wait times exceed established thresholds

Qualification

Contact center supervisionWorkforce Management processPerformance coachingTelephony queue managementTraining gap identificationTeam meetingsCustomer service recoveryAttendance control

Required

2 years of contact center supervisor experience and 4 years of call center experience

Responsible for ensuring the Customer Service Representative (CSR) complies with established business rules

Oversee telephony queues

Ensures sufficient Customer Service Representatives are present at work to fill the assigned schedule

Identify Customer Service Representatives who are not in compliance with established processes and coach them to improved performance or appropriately disposition if improvement doesn't occur