The Supervisor position is responsible for overseeing the daily activities of the program and for meeting or exceeding the personal performance measures established for this operational team/work unit. The unit is responsible for performing the following functions; processing orders, account maintenance, records maintenance customer service and complaint/problem resolution.

Essential Job Functions:

• Utilizes 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 human resource administration including training, evaluations, coaching, mentoring, recommending salary increases, promotions, and corrective actions.
• Reviews, approves and maintains time sheets and leave requests for staff.
• Monitors and documents incoming telephone calls and fulfillment activity and provides continuous feedback to staff.
• Assures that daily performance measures are available and effectively utilizes this information to manage the work force 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.
• Performs other work as required and assigned.
• Identifies problems with the office equipment, systems and general toll issues and communicates or transfers these issues to the proper area for resolution.
• Coordinates with other units or divisions as necessary to resolve issues.
• 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

• High school diploma or equivalent
• Six months prior leadership experience in a Call Center
• Knowledge of mainframe and computer (PC) and internet applications
• Microsoft Office applications
• Excellent telephone tact and diplomacy
• Excellent written, verbal and interpersonal communication skills with supervisors, peers and customers
• Proficiency in keyboarding/data entry