Contact Center Supervisor
Job Details
Remote - Orlando, FL
Full Time
Associates Degree - 2 Years
Contact Center
Essential Job Requirements

Lighthouse Works is a mission-driven, values-based organization providing creative, competitive, and integrated employment opportunities for blind and visually-impaired working-aged individuals in Central Florida. Lighthouse Works also exists to drive real business, for real customers, to support and grow the rehabilitation training at Lighthouse Central Florida.

 

We are seeking a Contact Center Supervisor who is responsible for overseeing the daily activities of the contact center campaigns and for meeting or exceeding the personal performance measures established for this operational team/work unit. This position is responsible for performing the many functions such as: processing orders, account maintenance, records maintenance, customer service, and complaint/problem resolution.

 

Essential Job Functions:

  • Utilize performance management information to supervise, coordinate and schedule the activities of leads and customer service representatives in assisting the manager with the achievement of the designated key performance indicators.
  • Responsible for effective training, evaluation, coaching, mentoring, and corrective actions.
  • Review, approve and maintain time sheets and leave requests for staff.
  • Monitor and document incoming telephone calls and fulfillment activity and provides continuous feedback to staff.
  • Assures that daily performance measures are available and effectively utilize this information to manage the workforce for continuous improvement.
  • Provides input and/or assistance in formulating new policies and procedures; recommends changes to existing policies and procedures as required to improve operations in efficient achievement of performance indicators or to support changing business requirements.
  • Regularly communicates with other units to foster an effective team environment and assure that these areas are aware of issues that may impact their area.
  • Ensures compliance with state and federal laws, rules and guidelines, and policies and procedures.
  • Identifies problems with the office equipment, systems and general issues and communicates or transfers these issues to the proper area for resolution.
  • Assist in providing training and problem-solving assistance for coworkers.
  • Handle unique situations and take lead on urgent issues.
  • Address Contact Center issues as directed by Contact Center Manager, assuring contract service levels and objectives are met.
  • Work with customer service and information technology teams to attain serviceability improvement and process enhancements.
  • Lead, train, motivate, monitor, and coach agents in the performance of duties and make on the spot corrections of improper/incorrect information, processes, or procedures.
  • Monitors agent activity levels and real-time adherence to schedules.
  • Assist Contact Center Manager in the preparation of invoicing reports.
  • Arrive to post on time and ready to work assigned hours. May be required to open or close Contact Center at times as requested with advanced notice from Contact Center Manager.
  • Contribute to the overall efficiency and effectiveness of the department and agency.
  • Manage and respond to contract traffic (telephone calls, emails, etc.) using customer-oriented etiquette.
  • Interface with other teams, vendors and business as part of the service and support process.
  • Willingly learn and implement new procedures and incorporate feedback and coaching.
  • Comply with agency policies and procedures including completion of required documentation and reports.
  • Demonstrate job knowledge by accurately identifying and resolving issues, concerns, and/or complaints to internal and external customers.
  • Keep informed and knowledgeable with processes and/or seek assistance when necessary.
  • Build working relationships, inspiring co-workers to excel in service excellence.
  • Maintain and develop professional knowledge and skills by participating in performance conferences, staff meetings, mandatory trainings, and workshops.
  • Conduct, coordinate and facilitate staff meetings.
  • Attend regularly scheduled meetings with Contact Center Management to review updates on training, quality review, workforce management and their potential impact to the Contact Centers performance.
  • Assist in individual and unit improvement plans for effectiveness.
  • Conduct scheduled feedback sessions and ensure actions are completed in accordance with the Quality Assurance (QA) Plan and operating procedures.
  • Develop and monitor contact center performance, planning initiatives, performance improvement plans and take corrective action as needed.
  • Perform other duties and responsibilities as required or requested.

 

Essential Job Requirements:

  • Must be able to maintain strict confidentiality of sensitive information.
  • Operate computer, fax, and telephone system or other devices, as required.
  • Develop and implement plans to prioritize, organize and accomplish tasks
  • Participate in team, client and company meetings, as required.
  • Prepare documents, reports, schedules, forms, and presentations
  • Well versed in technology as relating to computer hardware and software.
  • Stay on task to maintain a high level of productivity.
Qualifications

Education/Experience:

Associates degree in management, business administration or related field or equivalent combination of education and experience.

 

Experience:

  • Two or more years experience in a back-office support capacity (or similar position).
  • Experience in Contact Center environment as a contact center agent or quality assurance agent a plus.
  • Experience with telephony, reporting and queue management platforms is desirable.

 

Demonstrated Knowledge and Skills:

  • Ability to supervise a fast-paced customer service environment.
  • Ability to work under pressure and meet deadlines.
  • Ability to lead teams through change and be flexible to new ideas.
  • Must be a critical and analytical thinker.
  • Positive and effective relationship building, leadership, and interpersonal skills.
  • Ability to work with a variety of personalities and styles.
  • Proficient in the Microsoft Office suite of software applicationsOutlook, Word, Excel and PowerPoint.
  • Ability to communicate professionally, both orally and in writing with a service-oriented approach, sometimes under stressful circumstances.
  • Fluency in Spanish a plus.
  • Excellent communication skillsverbal and written.
  • Ability to communicate in a clear, concise, understandable manner, and listen attentively to others.
  • Ability to remain positive in all situations with difficult customers.
  • Ability to adjust priorities and manage time wisely.
  • Ability to gather data, monitor processes and seek continuous improvement opportunities.

 

Physical Demands:

  • Typical office environment with infrequent lifting, carrying, pushing and/or pulling of objects and materials up to 20 lbs.
  • Extended period of time at keyboard or workstation.
  • Extended periods of oral communication.
  • Frequent typing.

 

Requirements:

Must pass Level II background check.

 

For employees living with visual impairments, you must provide documentation from a physician of legal blindness. Legal blindness is defined as: “Central visual acuity does not exceed 20/200 in the better eye with correcting lenses OR whose visual acuity, if better than 20/200, is accompanied by a limit to the field of vision in the better eye to such a degree that its widest diameter subtends an angle no greater than 20 degrees.” These conditions are based on the federal Javits-Wagner-O’Day work program for legally blind individuals.

 

The employment policy of Lighthouse Central Florida and Lighthouse Works is to provide equal opportunity to all persons. Our company, therefore, has committed to equal employment opportunity through a positive and continuing affirmative action program. Lighthouse Central Florida and Lighthouse Works will recruit, hire, train, and promote qualified individuals in all job titles and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, military, and veteran status, or disability.

 

All descriptions have been reviewed to ensure that only essential functions and primary duties have been included. Requirements, skills, and abilities have been determined to be the minimal standards required to perform the positions successfully. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and conditions may be assigned by supervisors as deemed appropriate.

 

The Americans with Disabilities Act may modify requirements to reasonably accommodate disabled individuals. However, no accommodations will be made that may pose serious health or safety risks to the employee or others or impose undue hardships on the organization.

 

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