Job Title
Location: On-site in Madison, WI
Position Contingent Upon Award of Contract
Summary: Coordinate department activities and special projects. Supervise staff in accordance with company policies and procedures.
Essential Functions:
- Coordinate department activities and special projects to ensure quality and meet timetables.
- Evaluate department processes. Recommend and coordinate needed changes based on process analysis.
- Direct staff in the development, analysis, and preparation of reports.
- Supervise staff in accordance with company policies and procedures.
- Assist staff to resolve complex or out-of-policy operation problems.
- Conduct quality assurance calls with facilities to determine the level of service and make adjustments as necessary
- Attend meetings with facilities as necessary
- Conduct interviews, hire new staff, and provide employee orientation.
- Coach and provide career development advice to staff.
- Establish employee goals and conduct employee performance reviews.
- Responsible for staff scheduling to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations.
- Schedule and conduct staff meetings.
- Responsible to meet department productivity and quality goals.
- Communicate with other Supervisors and Managers.
- Serve on committees and teams as a department representative.
- Complete human resource paperwork.
- Other duties as assigned.
Qualifications Required:
- Two or more years of Customer Service experience in a Call Center
- Basic reading, writing, and arithmetic skills required
- Demonstrated excellent interpersonal communication skills
- Knowledge of creative educational and training techniques
- Strong leadership skills
- Strong computer skills. Proficiency and speed working in all Microsoft Office products
- Demonstrated ability to assess individual and departmental needs and execute effective strategies to address those needs
- Strong organizational skills, including time management and documentation
- Knowledge of telephone call center systems
Minimum Required Education:
- High school diploma or equivalent.