Call Center Supervisor
Company: Universal Language Service, Inc.
Posted on: January 7, 2021
SUMMARY: Supervises and coordinates activities and operations of
a call center department and staff.
DUTIES AND RESPONSIBILITIES:
Organizes, directs, and monitors daily activities of customer
service representatives / schedulers / data-entry clerks
Distributes workload to call center staff; monitors and reviews
Monitors service calls to observe staff demeanor, accuracy, and
conformity to company policies; provides feedback as needed.
Monitors and analyzes productivity of call center staff; generates
reports based on analysis.
Maintains and improves call center operations by monitoring
employee performance and KPIs; identifies and resolves problems;
prepares, documents, and completes action plans; executes process
improvement and quality assurance programs.
Prepares call center performance reports by collecting, analyzing,
and summarizing data and trends.
Produces daily reports for upper management to update on daily,
weekly and monthly tasks accomplished and planned.
In collaboration with upper management, meets call center financial
objectives by estimating requirements; prepares an annual budget;
schedules expenditures; analyzes variances; initiates corrective
Develops a continuous improvement strategy. Utilizes metrics to
create accountability for each sub-division focused on cost
reduction and efficiency improvement.
Develops knowledge of using Genesys PureConnect platform contact
center and communications solutions.
Develops knowledge on using Salesforce platform to produce reports,
set up dashboards, etc.
Serves as backup for Help Desk in troubleshooting basic phone
Serves as backup for Call Center Manager; cover Call Center Manager
responsibilities during PTO's and absences.
Responds to calls from after-hours staff to address concerns
requiring urgent attention
Demonstrate exemplary discipline and work ethic for fellow
employees and subordinates
Perform duties of sub-divisions as needed, acting as a flex team
member between Scheduling, Data-Entry, Confirmations, On-Demand /
Pre-Scheduled Language Services to provide additional support
After-hours coverage: know who can cover these shifts; if
supervisor/manager can't find a replacement, it's their job to
cover that shift themselves to assure uninterrupted 24/7/365
services coverage; inform Call Center Manager of any staff changes
Accomplishes call center human resource objectives by participating
with HR manager in recruiting, selecting, orienting, training,
assigning, coaching, counseling, and disciplining employees;
administers scheduling systems; communicates job expectations;
plans, monitors, appraises, and reviews job contributions;
recommends compensation actions; enforces policies and procedures;
staff shifts schedule and capacity planning for 24/7/365 call
center; monitors staffs' attendance and punctuality.
Handles escalated incidents with interpreters and/or customers
regarding employee performance.
Participates in meetings as a subject matter expert, as needed.
Maintains professional and technical knowledge by tracking emerging
trends in call center operations management; attends educational
workshops; reviews professional publications; establishes personal
networks; benchmarks state-of-the-art practices; participates in
Attends meetings with senior management and with other department
managers to discuss news, events, policy changes, campaigns, and
other such topics to make sure everyone is on the same page.
Assume responsibility of budgeting and tracking expenses
Ensures that safety policies are followed; acts as Floor Safety
Warden in compliance with building requirements.
Other special projects and assignments, as required.
Directly supervises call center department employees within.
Indirectly supervises accounts support & quality assurance
Carries out supervisory responsibilities for taking lead line,
customer service, scheduling, OPI, VRI, and order entry overflow
calls during peak situations as needed.
Carries out supervisory responsibilities in accordance with the
ULS's policies and applicable laws.
Responsibilities include interviewing, hiring, and training
employees; planning, assigning, and directing work; appraising
performance; rewarding and disciplining employees; addressing
complaints and resolving problems; maintaining and enforcing
company/department policies, procedures, and manuals.
Bachelor's degree (B. A.) or equivalent, two to four years related
equivalent combination of education and experience.
Basic competence in duties and tasks of supervised employees.
Strong organizational, problem-solving, and analytical skills
Ability to manage priorities and workflow
Excellent customer service and interpersonal skills.
Demonstrated ability to supervise and motivate subordinates.
Good judgement with the ability to make timely and sound
Creative, flexible, and innovative team player
Commitment to excellence and high standards.
Excellent written and verbal communication skills.
Versatility, flexibility, and a willingness to work within
priorities with enthusiasm.
Proficient on Microsoft 365 Office
Problem Solving--Identifies and resolves problems in a timely
manner; Gathers and analyzes information skillfully; Develops
alternative solutions; Works well in group problem solving
situations; Uses reason even when dealing with emotional
Customer Service--Manages difficult or emotional customer
situations; Responds promptly to customer needs; Solicits customer
feedback to improve service; Responds to requests for service and
assistance; Meets commitments.
Interpersonal Skills--Focuses on solving conflict, not blaming;
Maintains confidentiality; Listens to others without interrupting;
Keeps emotions under control; Remains open to others' ideas and
tries new things.
Oral Communication--Speaks clearly and persuasively in positive or
negative situations; Listens and gets clarification; Responds well
to questions; Demonstrates group presentation skills; Participates
Written Communication--Writes clearly and informatively; Edits work
for spelling and grammar; Varies writing style to meet needs;
Presents numerical data effectively; Able to read and interpret
Teamwork--Balances team and individual responsibilities; Exhibits
objectivity and openness to others' views; Gives and welcomes
feedback; Contributes to building a positive team spirit; Puts
success of team above own interests; Able to build morale and group
commitments to goals and objectives; Supports everyone's efforts to
Visionary Leadership--Displays passion and optimism; Inspires
respect and trust; Mobilizes others to fulfill the vision; Provides
vision and inspiration to peers and subordinates.
Change Management-Develops workable implementation plans;
Communicates changes effectively; Builds commitment and overcomes
resistance; Prepares and supports those affected by change;
Monitors transition and evaluates results
Delegation--Delegates work assignments; Matches the responsibility
to the person; Gives authority to work independently; Sets
expectations and monitors delegated activities; Provides
recognition for results.
Leadership--Exhibits confidence in self and others; Inspires and
motivates others to perform well; Effectively influences actions
and opinions of others; Accepts feedback from others; Gives
appropriate recognition to others.
Managing People--Includes staff in planning, decision-making,
facilitating and process improvement; Takes responsibility for
subordinates' activities; Makes self available to staff; Provides
regular performance feedback; Develops subordinates' skills and
encourages growth; Solicits and applies customer feedback (internal
and external); Fosters quality focus in others; Improves processes,
products and services; Continually works to improve supervisory
Quality Management--Looks for ways to improve and promote quality;
Demonstrates accuracy and thoroughness.
Diversity--Demonstrates knowledge of EEO policy; Shows respect and
sensitivity for cultural differences; Educates others on the value
of diversity; Promotes a harassment-free environment; Builds a
Ethics--Treats people with respect; Keeps commitments; Inspires the
trust of others; Works with integrity and ethically; Upholds
Organizational Support--Follows policies and procedures; Completes
administrative tasks correctly and on time; Supports organization's
goals and values; Benefits organization through outside activities;
Supports affirmative action and respects diversity.
Strategic Thinking--Develops strategies to achieve organizational
goals; Understands organization's strengths & weaknesses; Analyzes
market and competition; Identifies external threats and
opportunities; Adapts strategy to changing conditions.
Judgment--Displays willingness to make decisions; Exhibits sound
and accurate judgment; Supports and explains reasoning for
decisions; Includes appropriate people in decision-making process;
Makes timely decisions.
Motivation--Sets and achieves challenging goals; Demonstrates
persistence and overcomes obstacles; Measures self against standard
of excellence; Takes calculated risks to accomplish goals.
Planning/Organizing--Prioritizes and plans work activities; Uses
time efficiently; Plans for additional resources; Sets goals and
objectives; Organizes or schedules other people and their tasks;
Develops realistic action plans.
Professionalism--Approaches others in a tactful manner; Reacts well
under pressure; Treats others with respect and consideration
regardless of their status or position; Accepts responsibility for
own actions; Follows through on commitments.
Quality--Demonstrates accuracy and thoroughness; Looks for ways to
improve and promote quality; Applies feedback to improve
performance; Monitors own work to ensure quality.
Quantity--Meets productivity standards; Completes work in timely
manner; Strives to increase productivity; Works quickly.
Attendance/Punctuality--Is consistently at work and on time;
Ensures work responsibilities are covered when absent; Arrives at
meetings and appointments on time.
Dependability--Follows instructions, responds to management
direction; Takes responsibility for own actions; Keeps commitments;
Commits to long hours of work when necessary to reach goals;
Completes tasks on time or notifies appropriate person with an
Initiative--Volunteers readily; Undertakes self-development
activities; Seeks increased responsibilities; Takes independent
actions and calculated risks; Looks for and takes advantage of
opportunities; Asks for and offers help when needed.
Innovation--Displays original thinking and creativity; Meets
challenges with resourcefulness; Generates suggestions for
improving work; Develops innovative approaches and ideas; Presents
ideas and information in a manner that gets others' attention.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Continually required to stand
Continually required to walk
Continually required to sit
Continually required to utilize hand and finger dexterity
Occasionally required to climb, balance, bend, stoop, kneel or
Continually required to talk or hear
Continually utilize visual acuity to operate equipment, read
technical information, and/or use a keyboard
Occasionally required to lift/push/carry items less than 25
Keywords: Universal Language Service, Inc., Bellevue , Call Center Supervisor, Other , Bellevue, Washington
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