Call Center Supervisor in Junction City, KS at ACT

Date Posted: 9/19/2020

Job Snapshot

Job Description

Position Summary:

Under the general direction of the Manager, Operations, the Supervisor leads and directs a team of production associates performing customer support, product sales or collections services to meet company and client productivity, quality and revenue objectives for one of our Account Services Client. 

Nature and Scope:

Position reports to the Manager, Operations. Incumbent has routine contact with all levels of employees, including production, management and support staff.  Will at times have contact with client representatives. Plans, assigns and directs the work of a team of 10-25 production associates. Responsible for the team’s performance and productivity. 

Essential Duties and Responsibilities:

All areas of responsibility listed below are essential to the satisfactory performance of this position by any/all incumbents, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned":

*Monitors associates real-time productivity to achieve production and revenue goals. 

*Coaches and develops associates to improve quality, performance and productivity. 
*Develops and implements goals and action plans as needed. 

*Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling 

*Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.

*Ensures associates adhere to company and client policies and standards.  

*Assists in the development of call scripts and call handling strategies to improve performance. 

*Tracks and reports the associates daily performance and productivity. 

*Develops cross-training and call-handling procedures. 

*Monitors and maintains work volume statistics.  

*Monitors associate’s calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies.   

*Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.  

*Assists in determining work procedures, prepares work schedules, and expedites workflow.  

*Maintains the attendance records for associates using the timekeeping system. 
*Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.  

*Addresses and resolves employee grievances under company guidelines and with assistance from human resources. 

Supervisory Responsibilities: Directly supervises 10-25 employees in a call center production environment. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Qualifications:

6 months Call Center Experience

Excellent verbal, written and interpersonal communication skills;

Outstanding customer service skills and dedication to providing exceptional customer care;

Must be self-motivator and self-starter; Focus on quality and customer service;

Exceptional listening and analytical skills; Solid time management skills;

Must be able to effectively deal with people at all levels inside and outside of the Company;

Ability to multitask and successfully operate in a fast paced, team environment;

Must adapt well to change and successfully set and adjust priorities as needed;

Must be proficient with Microsoft Office (intermediate Word, basic Excel);

High School diploma or GED

Must be able to successfully pass criminal background check


ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT’s employees to perform their job duties may result in discipline up to and including discharge.

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