Contact Center Supervisor jobs in Pennsylvania

Benefits Data Trust (BDT) seeks a Contact Center Supervisor to oversee all aspects of the Benefits Outreach Specialist’s (BOS) performance, from supporting brand new hires, to coaching and developing more tenured BOS. In doing so, the Contact Center Supervisor will prepare for and conduct coaching sessions with each BOS using the various quality monitoring tools and reports at their disposal. Additionally, the Contact Center Supervisor is responsible for their queues primarily and can serve as a back up to other Contact Center Supervisors in their absence. Lastly, the Contact Center Supervisor serves as a knowledge resource to their team, works with the Project Coordinators on project-specific items, and works closely with the Contact Center Manager and Director of Contact Center Operations on personnel and BOS development.

The Contact Center Supervisor reports to the Contact Center Manager

*Responsibilities:*

• Coach BOS to cultivate the knowledge and skills needed to provide an excellent client experience

• Track BOS performance through call monitoring, efficiency reports, and goal progress

• Provide continuous feedback to BOS during bi-weekly one on one coaching sessions and document the feedback through coaching notes, quarterly and annual reviews

• Manage key performance indicators (KPIs) and all staff competencies through targeted coaching and counseling techniques to support BOS performance

• Maintain knowledge of and communicate policies, procedures, and expectations to ensure understanding and adherence

• Support change management by hosting consistent morning huddles covering a range of topics such as training and procedure updates, relevant information indicated by management, and anything else imperative to the team

• Serve as a resource by maintaining strong procedural knowledge, assisting with more complicated issues, and taking client calls when necessary to ensure skills stay sharp

• Maintain an atmosphere of positive morale and engagement on your team and in the contact center. Do this by ensuring transparency of expectations, consistency of management to the expectations, implementation of morale activities, and frequently communicating with your team and your peers

• Elevate issues, such as a list or letter trends, to Project Coordinators and Contact Center Manager as appropriate

• Seek to improve continuously by engaging in one-on-one sessions with Contact Center Manager, Director of Contact Center Operations, and by taking on projects that stretch skill sets.

• Maintain timely documentation of BOS performance, coaching sessions, policy violations, and all disciplinary actions

Requirements:
• High School Diploma or equivalent, but more education, especially in management, is preferred

• Call center, customer service, or supervisory experience may be required

• Proficiency with technology, especially computers, software applications, and phone systems

• Exceptional verbal and written communication skills

• Strong understanding of company products, policies, and services

• Ability to coach, train, and motivate employees and evaluate their performance

• Excellent problem solving, leadership, and customer service skills

• Analytical, efficient, and thorough

• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours