Call Center Supervisor - F.H. Cann & Associates, Inc
Exeter, NH
About the Job
Job Description:
*Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.*
- Manage the Call Center Department, develop and mentor the Customer Service Representatives, and perpetuate FHCs company culture.
- Identify each team members strengths and weakness and work with each to consistently improve their individual performance.
- Meet or exceed daily, weekly, and monthly performance and adherence goals, as well as deadlines and objectives.
- Review of team members call center key performance indicators to ensure best practices are consistently being followed and performed as well as quality is within guidelines of the clients audit criteria.
- Handle escalated customer calls and issues as relates to assigned staff.
- Monitor customer service staff activity such as adherence and utilization.
- Perform administrative duties as assigned by management.
- Ensure company policies, procedures, and compliance related issues are adhered to.
- Monitor customer service representatives whereabouts, focus, time management, and attendance.
- Responsible for understanding and adhering to FHCs Information Security Policy and Procedures.
- This position may have additional duties, roles, and responsibilities added to it as deemed necessary by management
Job Requirements:
- Excellent oral and written communication skills and active listening skills.
- Effective public presentation skills: ability to communicate in a clear, professional, and timely manner.
- Excellent interpersonal and coaching skills.
- Excellent time management and flexibility.
- Ability to multi-task effectively, with organizational skills and attention to detail.
- Ability to maintain confidential information.
- Ability to build relationships with all levels of leadership and their direct reports.
- Comply with the policies contained in FHCs Employee Handbook and FHCs Standards of Business Conduct
- Ability to work required full time schedule; working hours may fluctuate based on the companys needs. FHC expects you to work the hours necessary to complete your job responsibilities and to meet the needs of the customer service representatives and to exceed our client expectations.
Qualifications:
- Excellent computer skills in Microsoft Windows environment.
- Bachelors degree or equivalent preferred.
- 3+ years of Call Center Experience.
- 3+ years of leadership/management within call center preferred.
- All applicants are required to demonstrate the ability to pass all pre-employment testing to include background checks and be able to present a valid driver's license.
- Applicants may be required to pass a background check, and obtain a federal background clearance
Work Environment
- Call/Contact center
- In-Office/hybrid but may support Work from home depending on candidate location.
Working from Home Requirements
- Reliable high-speed internet (hard-wired Ethernet connection required) with minimum of 25 MBPS for Upload and Download speeds.
- Private, quiet, and distraction free room/office space
- Adhere to Telecommute Policy in its entirety
Preferred Education and Experience
- Highschool Diploma or equivalent
- Leadership/Management: 3 years (Preferred)
- Call Center: 3 years (Preferred)
- Veterans encouraged to apply.
- Bilingual Spanish is a plus
Physical/Mental Demands
- *Physical Demands*- While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee is occasionally required to stand and walk and to lift and carry reports and records weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
- *Mental Deman s*- While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and staff in the course of work.
Security Clearance Requirements
- Will be required to pass Federal background screening and/or state level criminal background screening.
This job description provides the basic requirements for this role and may include additional functions not listed.
An Affirmative Action / Equal Opportunity Employer
*F.H. Cann provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. As a Federal Contractor, we encourage priority referral of protected veterans under VEVRAA. F.H. Cann provides reasonable accommodation for individuals protected by section 503 of the Rehabilitation Act of 1973, VEVRAA and the ADA.*
*Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.*
- Manage the Call Center Department, develop and mentor the Customer Service Representatives, and perpetuate FHCs company culture.
- Identify each team members strengths and weakness and work with each to consistently improve their individual performance.
- Meet or exceed daily, weekly, and monthly performance and adherence goals, as well as deadlines and objectives.
- Review of team members call center key performance indicators to ensure best practices are consistently being followed and performed as well as quality is within guidelines of the clients audit criteria.
- Handle escalated customer calls and issues as relates to assigned staff.
- Monitor customer service staff activity such as adherence and utilization.
- Perform administrative duties as assigned by management.
- Ensure company policies, procedures, and compliance related issues are adhered to.
- Monitor customer service representatives whereabouts, focus, time management, and attendance.
- Responsible for understanding and adhering to FHCs Information Security Policy and Procedures.
- This position may have additional duties, roles, and responsibilities added to it as deemed necessary by management
Job Requirements:
- Excellent oral and written communication skills and active listening skills.
- Effective public presentation skills: ability to communicate in a clear, professional, and timely manner.
- Excellent interpersonal and coaching skills.
- Excellent time management and flexibility.
- Ability to multi-task effectively, with organizational skills and attention to detail.
- Ability to maintain confidential information.
- Ability to build relationships with all levels of leadership and their direct reports.
- Comply with the policies contained in FHCs Employee Handbook and FHCs Standards of Business Conduct
- Ability to work required full time schedule; working hours may fluctuate based on the companys needs. FHC expects you to work the hours necessary to complete your job responsibilities and to meet the needs of the customer service representatives and to exceed our client expectations.
Qualifications:
- Excellent computer skills in Microsoft Windows environment.
- Bachelors degree or equivalent preferred.
- 3+ years of Call Center Experience.
- 3+ years of leadership/management within call center preferred.
- All applicants are required to demonstrate the ability to pass all pre-employment testing to include background checks and be able to present a valid driver's license.
- Applicants may be required to pass a background check, and obtain a federal background clearance
Work Environment
- Call/Contact center
- In-Office/hybrid but may support Work from home depending on candidate location.
Working from Home Requirements
- Reliable high-speed internet (hard-wired Ethernet connection required) with minimum of 25 MBPS for Upload and Download speeds.
- Private, quiet, and distraction free room/office space
- Adhere to Telecommute Policy in its entirety
Preferred Education and Experience
- Highschool Diploma or equivalent
- Leadership/Management: 3 years (Preferred)
- Call Center: 3 years (Preferred)
- Veterans encouraged to apply.
- Bilingual Spanish is a plus
Physical/Mental Demands
- *Physical Demands*- While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee is occasionally required to stand and walk and to lift and carry reports and records weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
- *Mental Deman s*- While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and staff in the course of work.
Security Clearance Requirements
- Will be required to pass Federal background screening and/or state level criminal background screening.
This job description provides the basic requirements for this role and may include additional functions not listed.
An Affirmative Action / Equal Opportunity Employer
*F.H. Cann provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. As a Federal Contractor, we encourage priority referral of protected veterans under VEVRAA. F.H. Cann provides reasonable accommodation for individuals protected by section 503 of the Rehabilitation Act of 1973, VEVRAA and the ADA.*
Source : F.H. Cann & Associates, Inc
