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Call Center Supervisor - Nashville, TN - $25/Hr in Nashville, TN at Vaco

Date Posted: 10/10/2018

Job Snapshot

Job Description

The Verification Center is a fast-paced support center open 24/7 every day of the year. The Supervisor will be responsible for supervising the daily activities of Verification Agents while providing leadership, training, and direction to the verification agents.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Display a cheerful and positive attitude at all times
* Provide Quality Customer Service at all times
* Understands company and department quality and revenue goals, driving team performance based on these goals while maintaining the overall integrity of the verification process.
* Assists in interviewing and hiring agents
* Make improvements to both internal and external customer experience
* Ability to maintain and analyze reporting on a daily, weekly, monthly and year to date basis. Strong understanding of how reporting drives performance.
* Ensure that supervised Verification Agents adhere to all policies and procedures regarding proper verification procedures and decisions.
* Ensure all verification goals/targets are met for all supervised Agents
* Train, evaluate, develop & discipline all supervised Agents
* Manage the departmental work flow and assist Agents during their assigned tasks
* Conduct agent level one on ones as well as team oriented meetings with a focus on continual and incremental progress.
* Manage supervisor requested calls
* All other duties as assigned

SUPERVISORY REPSONSIBLITIES
The Supervisor will be responsible for supervising Verification Agents on shift

QUALIFICATIONS
To perform this job successfully, the individual must work independently, manage multiple projects and produce timely and effective results. He or she must have superb written and verbal communications skills. To perform this job successfully, the individual must be high energy. He or she must understand and meet the demands of a customer-centric call center environment. He or she must be dedicated to the work ethic and employment philosophy of an at-will employer. He or she must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information. The Supervisor must have a valid driver's license, evidence of insurability and reliable transportation, as the job requires on-call responsibility.

Additionally, an individual must be able to perform each essential duty listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION
Minimum High School Education
Some higher education preferred

EXPERIENCE REQUIRED
* Strong background in development and management of others
* Minimum of 1 year experience serving in a customer service role
* Minimum 2 years' experience in a related field
* Must have the ability to multi-task in a high energy, fast paced call center environment
* Mastery of Microsoft Office suite including intermediate level Excel

COMPETENCIES
* Coaching and Counseling
* Excellent verbal communications skills both in person and over the telephone
* Excellent customer service skills
* Ability to document and track agent level performance
* Work Efficiently
* Technical and functional expertise
* Drive for Results
* Detail Orientation
* Ability to multi-task


LANGUAGE SKILLS
English and/or Bi-lingual (English & Spanish)

PHYSICAL DEMANDS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. He or she must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information. He or she must also be able to move without restriction on the call center floor in order to monitor agent activity.


WORK ENVIRONMENT
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Requirements

The Verification Center is a fast-paced support center open 24/7 every day of the year. The Supervisor will be responsible for supervising the daily activities of Verification Agents while providing leadership, training, and direction to the verification agents.