Call Center Supervisor
OVERVIEW
We are seeking a dynamic full-time Call Center Supervisor who is responsible for providing front-line, first level supervision and leadership to customer service representatives with the goal of meeting program objectives and customer service level agreements...
This position will support Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS) which serves the public as a trusted partner and steward, dedicated to advancing health equity, expanding coverage, and improving health outcomes.
DUTIES
Assist in the formulation of targets for individuals and team
Plan and direct workflow and project assignments
Oversee call volume to ensure service standards are met
Conduct hiring, training, and evaluation of staff
Answer questions from staff and provide guidance and feedback
Anticipate escalation and take over calls when needed
Measure performance with key metrics such as call abandonment, calls waiting etc.
Ensure adherence to policies for attendance, established procedures etc.
Keep management informed on issues and problems
MINIMUM REQUIREMENTS
Associates degree or 4 to 6 years of relevant experience
Proven experience as call center supervisor or similar supervisory position
Experience in customer service is essential
Proficient in English and Spanish both written an oral
Working knowledge of MS Office
Tech savvy with knowledge of telephone equipment and relevant computer programs
Excellent organizational and leadership skills
Ability to work under pressure
Bilingual - Spanish (preferred but not required)
Hendall Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability
Apply Now
We are seeking a dynamic full-time Call Center Supervisor who is responsible for providing front-line, first level supervision and leadership to customer service representatives with the goal of meeting program objectives and customer service level agreements...
This position will support Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS) which serves the public as a trusted partner and steward, dedicated to advancing health equity, expanding coverage, and improving health outcomes.
DUTIES
Assist in the formulation of targets for individuals and team
Plan and direct workflow and project assignments
Oversee call volume to ensure service standards are met
Conduct hiring, training, and evaluation of staff
Answer questions from staff and provide guidance and feedback
Anticipate escalation and take over calls when needed
Measure performance with key metrics such as call abandonment, calls waiting etc.
Ensure adherence to policies for attendance, established procedures etc.
Keep management informed on issues and problems
MINIMUM REQUIREMENTS
Associates degree or 4 to 6 years of relevant experience
Proven experience as call center supervisor or similar supervisory position
Experience in customer service is essential
Proficient in English and Spanish both written an oral
Working knowledge of MS Office
Tech savvy with knowledge of telephone equipment and relevant computer programs
Excellent organizational and leadership skills
Ability to work under pressure
Bilingual - Spanish (preferred but not required)
Hendall Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability
Apply Now