Supervisor - CCO

Job Responsibilities:

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  The Supervisor will supervise the work of training staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.

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  Develop work schedules and assign duties to direct report personnel to ensure efficiency.

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  Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources.

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  Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems.

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  Ensure compliance with the company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.

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  Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.

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  Perform operational tasks to assure project and program service level requirements and goals are met.

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  Participate in meetings and recommend changes to policies and procedures.

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  Assume leadership responsibility for departmental tasks and activities as required.

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  Support and enforce contract expectations.

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  Perform other duties as assigned by leadership.

Qualifications & Experience:

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  Associate's degree, or equivalent combination of education, technical training or work experience considered in lieu of degree.

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  Minimum of two (2) years of experience in a call center environment required.

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  Ability to manage a high level of confidentiality.

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  Proficient in Microsoft office suite.

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  Excellent organizational, written, and verbal communication skills.

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  Ability to perform comfortably in a fast-paced, deadline-oriented work environment.

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  Ability to work as a team member, as well as independently.

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  Must be able to remain in a stationary position for an extended period of time.

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  Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.