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Job ID WE1256



Post IDWE1256
Post Date2009/01/02
PositionCall Center Supervisor II
Position TypeFull Time
LocationRocklin, CA
Reports toManager, Call Center
SummarySupervisor II level includes all the typical responsibilities of the Supervisor I, in addition to performing complex tasks and projects that require independent judgment and a higher level of decision making authority. The Supervisor II plays an active role in monitoring the effective use of resources and planning areas of improvement or development. This senior supervisory level is focused on assisting upper management with planning and managing change. Another major focus is working in conjunction with the manager by utilizing skills and techniques required to build, lead, monitor and improve the performance of the call centers most important resources: the employees that interact directly with customers. This position requires competency in essential communication, leadership and coaching skills, and the ability to develop advanced agent training, motivation, retention, collaboration, and performance measurement.
Responsibilities" Supports strategic business plan to align operational processes and procedures with safety and customer requirements. Works with management to effectively implement new programs. " Conducts annual performance evaluations. Monitors, assesses and communicates performance and behavioral incidents with agents according to established disciplinary guidelines. " Manages agent overtime in accordance with budget objectives. " Coordinates with the districts/markets/regions/safety for policy and procedure compliance. " Coaches and develops team members. " Participates in recruitment programs and interviewing to hire high quality individuals. " Participates in special projects and work assignments as requested.
Requirements" Bachelors Degree desired or equivalent work experience of 3-5 years in a call center supervisory leadership role. Management experience handling personnel-related issues requiring working knowledge of legal and human resources practices. " Experience performing complex statistical analysis of performance data. " Experience in developing subordinates through formal performance improvement processes. " Must be available to work varying schedules and hours including some weekends and holidays as workload dictates. Call Center is staffed 7 x 24, therefore, must be able to share in the responsibility for on-call phone support. " Ability to analyze statistical data, develop management summary reports and prepare business correspondence for executive management presentation. Examples would include analyzing CMS and Lotus Notes data to create executive month-end reports, extracting data from customer surveys to produce reports, projecting winter staffing from analysis. " Excellent communication skills and ability to resolve interpersonal conflicts. " Expertise working with ACD systems and related reporting. " Expertise implementing call center metrics and scorecards. " Ability to make reasonable decisions and judgments in a dynamic environment. " Ability to take independent action with general managerial direction. " Excellent verbal and written skills. Competency in effective business writing. " PC expertise: including MS Word, Excel, PowerPoint, Database Management, Internet and email programs.
Other info
Contact NameShirley Kelley
Contact Address
Contact Phone209-838-8311
Contact Fax209-838-8311
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