Call Center Supervisor

Company: Universal Language Service, Inc.
Location: Bellevue
Posted on: January 7, 2021

Job Description:

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 (staff).
Distributes workload to call center staff; monitors and reviews performance.
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 actions.
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 equipment settings.
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 immediately.
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 professional societies.
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.





SUPERVISORY RESPONSIBILITIES:

Directly supervises call center department employees within.
Indirectly supervises accounts support & quality assurance departments employees.

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.

QUALIFICATIONS:

Bachelor's degree (B. A.) or equivalent, two to four years related experience, or

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 decisions
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 constantly changing

priorities with enthusiasm.

Proficient on Microsoft 365 Office



COMPETENCIES:

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 topics.
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 in meetings.
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 written information.
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 succeed.
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 skills.
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 diverse workforce.
Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
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 alternate plan.
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 crawl
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 pounds

Keywords: Universal Language Service, Inc., Bellevue , Call Center Supervisor, Other , Bellevue, Washington