Job Title: Call Center Supervisor
Job Responsibilities:
The Call Center Supervisor is tasked with leading a team in a structured, performance-driven environment. The primary responsibilities include:
- Reviewing team members' work to ensure accuracy, compliance, and adherence to quality standards, and addressing and correcting errors as needed.
- Monitoring individual and team productivity, providing coaching, and taking appropriate steps to address performance or attendance concerns, escalating issues when necessary.
- Delivering initial onboarding and continuous training to enhance employee skills, knowledge, and effectiveness.
- Meeting and helping the team achieve daily, weekly, and monthly production goals, ensuring accountability for call quality, attendance, and schedule adherence.
- Supporting recruitment and selection processes to meet staffing needs and ensuring team readiness for future demands.
- Overseeing proper follow-up and actions on all accounts to ensure delinquent taxes are collected prior to litigation.
- Thriving in a structured setting and collaborating with a diverse workforce to support team success.
Education and Experience Information:
- A high school diploma or equivalent is required, with some college education preferred.
- Previous office experience is required, with 1-2 years of call center experience preferred.
- Six months of experience within the call center at the law firm is preferred.
- Bilingual skills, particularly in Spanish or Vietnamese, are considered a plus.
Competencies and Preferred Skills:
- Ability to work effectively within a structured setting and foster a positive, inclusive team culture.
- Proficiency in navigating multiple computer systems while using a headset to input and retrieve information efficiently.
- Quick adaptability to changes in priorities or workflow in a dynamic telecommunications environment.
- Decision-making skills, with the ability to work independently and make decisions balancing team, firm, and customer interests.
- Conflict resolution skills, with the ability to respond with diplomacy and tact.
- Ability to work under pressure and adaptability to team dynamics.
- Teamwork skills, including the ability to accept and implement coaching and feedback to achieve individual and team performance goals.
Performance Expectations:
Success in this role requires the following:
- Maintaining high standards of work quality by regularly reviewing team output for accuracy and compliance and promptly addressing quality issues.
- Driving team performance by monitoring production, coaching for improvement, and taking corrective action as needed to ensure the team meets or exceeds set performance metrics.
- Investing in team development by providing thorough onboarding for new hires and offering regular training, feedback, and development opportunities.
- Being accountable for team call quality, attendance, and schedule adherence, and consistently meeting or surpassing all production objectives.
- Actively participating in recruitment when needed and anticipating workload changes to prepare the team accordingly.
- Ensuring timely account action by confirming all necessary steps are taken on accounts to avoid litigation due to unpaid taxes.
- Demonstrating technical competence by efficiently using required tools, including computer systems and telecommunication equipment.
- Staying flexible by responding proactively to workflow changes or shifting priorities.
- Promoting a positive work culture by building a collaborative, respectful team environment within a structured framework.
Work Environment and Physical Demands:
This position involves:
- Sitting at a computer most of the day and utilizing a headset while being on the phone frequently.
- On-the-job training and annual performance reviews.
- The physical demands include walking, sitting, speaking, hearing, standing, using hands to finger, handle, or feel, reaching with hands and arms, and occasionally stooping, kneeling, or crouching.
- Specific vision abilities required include close vision, peripheral vision, depth perception, and the ability to adjust focus.
- The employee may be required to travel by air or car.
Salary Information:
The text does not provide specific salary information for the Call Center Supervisor position.
