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Interim Contact Center Supervisor

Company: Logisticare
Location: Miami
Posted on: November 22, 2020

Job Description:

The Contact Center Supervisor is responsible for working with the leadership team to meet all performance metrics associated with operations. Responsible for providing: leadership, coaching, development and management of staff.

ESSENTIAL FUNCTIONS


* Executes on management routines and disciplines
* Leads and manages by observations and coaches in the moment
* Conducts and documents coaching, annual reviews, live service observations and 1:1's
* Performance manage: Attendance, Schedule Adherence, Developmental Plan, Performance Plan, etc.
* Prepare and facilitate team meetings/training
* Answers employee questions and takes escalated calls
* Recruits and obtains schedule movements (.e. extra hours, shift/break changes, PTO, extra hours, etc.)
* Assists with candidate screening, interviews, hiring and new employee onboarding
* Evaluates employee overall performance
* Recognizes employee achievements and champions LogistiCare core values
* Champions companywide initiatives (Supporting and embedding changes)
* Approves/authorizes payroll accurately and on schedule
* Identifies, collaborates and assists in developing process improvements
* Must be able to maintain confidentiality of information
* Live monitoring queues and skills while communicating needed changes to the National Command Center
* Other duties as assigned

POSITION QUALIFICATIONS

Education


* High School Graduate or General Education Degree (GED)
* Bachelor's Degree preferred

Skills & Experience


* 1 year of contact center Supervisory experience is strongly preferred
* 1 year of Transportation, Contact Center and Health Care experience preferred
* Knowledge and proficiency of contact center management tools and principles; knowledge of and proficiency in quality improvement tools and processes
* Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner
* Must be able to work independently and as a member of a team
* Experience dealing with crisis and ability to create processes that best benefit the entire team
* Excellent customer service and phone skills
* Must possess ability to analyze data and report on center performance
* Strong management and organizational skills
* Ability to accurately type 35+ corrected words per minute
* Proficient in Microsoft Word, Excel and Outlook
* Read, write and understand English fluently
* Bi-lingual a plus



LogistiCare is an Equal Opportunity Employer.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: Logisticare, Miami , Interim Contact Center Supervisor, Other , Miami, Florida

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