Inbound Contact Center Supervisor jobs in Minnesota

Principle Responsibilities

• Daily operations
  • Monitors call center performance using identified tools.
  • Identify and document key performance criteria using business requirements documentation and project plans.
  • Facilitate knowledge gathering for development of training material, quality measurements, and specialized reporting requirements.
  • Recommend agent skill level, training requirements and other specialized needs.
  • Estimate volume and work activities that drive cost and staffing requirements.
  • Monitor queues.
  • Internal and external team projects, committees and work groups.
  • Special projects as assigned.
• Supervision of employees
  • Review service observations for agents that are calibrated and audited for performance.
  • Coordinate with other supervisors to provide direction and client perspective.
  • Reinforce use of all reference tools, SOPs, trained workflows, compliance and self-service tools.
  • Provide call coaching, development and performance.
  • Lead daily huddles.
  • Hiring and onboarding of new employees.
  • Train, orients and maintains competencies for employees.
  • Maintains scheduling, time off approval and timecard sign-off.
  • Performance management of employee, including performance reviews.
• Quality Monitoring and Problem Resolution
  • Reinforce quality criteria that is measured for each program/service line.
  • Query systems for contact history, call recordings, work flow, etc.
  • Review performance on call metrics and contact handling to insure compliance.
  • Identify problem areas and recommend solutions.
  • Resolve escalated issues in a timely manner.
  • Other duties as assigned.

Job Requirements

• Bachelor's degree in business, marketing, finance, communications or related field preferred
• Associate's or Vocational degree and 2 years of related experience required or
• 4 years of related experience and must commit to enroll in an Associate’s program within 6 months of hire and obtain an Associate’s degree within 4 years of hire required
• 2 years of leadership experience preferred

Physical Demands
Sedentary:
Lifting weight Up to 10 lbs. occasionally, negligible weight frequently

• Flexibility with work location, may include working on-site at Coon Rapids Customer Experience Center
• Position is variable with start times (8-hour day/evening shifts)
• On-Call and Weekend rotation are part of expectations in this position (flexibility is a must for our department success)
• Benefit Eligible