Outbound Contact Center Supervisor jobs in Pasadena, TX
Outbound Contact Center Supervisor supervises employees who place telephone calls or other interactions to potential customers. Monitors and evaluates interactions and workflow to ensure that performance standards and the volume target are met. Being an Outbound Contact Center Supervisor is responsible for the daily activity of contact center policies and procedures including meeting contact center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals. May require a bachelor's degree. Additionally, Outbound Contact Center Supervisor typically reports to manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
Recently Added Outbound Contact Center Supervisor jobs
- Harris Health
-
Bellaire, TX
FULL_TIME
-
JOB SUMMARY :
Experienced in a Health Care / Plan Customer Service Center professional. Individual should possess extensive knowledge of health insurance.
Experience in working on projects; assisting staff, ad hoc support to other areas as needed. Exhibits leadership qualities.
Customer Service Supervisor :
They will coordinate with the Customer Service Center Coaches to develop and foster a highly effective team, ensuring that established goals and standards are met, manages daily workload to uphold productivity levels, quality outcomes, performance guarantees, timeliness, and customer satisfaction metrics.
Works with other departments to address complex issues for an appropriate resolution. Assist in process improvement initiatives.
MINIMUM QUALIFICATIONS :
Education / Specialized Training / Licensure : H.S. Diploma Associates degree preferred.
Work Experience (Years and Area) : Three years of experience with health insurance, managed care, or other related experience required.
Preferred knowledge of Contact Center operations.
Management Experience (Years and Area) : Experience in working on projects; assisting other reps, ad hoc support to other areas as needed is required.
Exhibits leadership qualities. Preferred knowledge of Contact Center operations.
Software Proficiencies : Microsoft Word / Excel / PowerPoint required.
JOB SPECIFICATIONS AND CORE COMPETENCIES :
Customer Service Supervisor :
Essential Functions
Exhibits leadership qualities
Assisting Staff
Projects
Marginal Functions
Ad hoc support to other areas as needed
1 : 1s and Team Huddles
Responsible for facilitating huddles with the staff regularly to provide departmental updates or changes
Responsible for providing timely feedback to staff on performance and other areas of measurement
Staff Observations / Audits
Responsible for observing staff to ensure compliance with processes and workflows
Responsible for auditing quality evaluation forms, coaching plans, calibration summaries, and other documents as needed
Marginal Functions
Interviewing and Hiring New Staff
Updating QA Forms / Guides
Other Similar / related duties as assigned per the business needs
Marginal Functions
Set and lead monthly meeting to identify and resolve escalated issues
Responsible for records retention policy and associated activities
Last updated : 2024-04-23
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