Georgia Employer CONTACT CENTER SUPERVISOR in Atlanta, Georgia
The Contact Center Supervisor is responsible for working with the leadership team to meet all performance metrics associated with operations. Responsible for providing: leadership, coaching, development and management of staff. ESSENTIAL FUNCTIONSExecutes on management routines and disciplinesLeads and manages by observations and coaches in the momentConducts and documents coaching, annual reviews, live service observations and 1:1'sPerformance manage: Attendance, Schedule Adherence, Developmental Plan, Performance Plan, etc.Prepare and facilitate team meetings/trainingAnswers employee questions and takes escalated callsRecruits and obtains schedule movements (.e. extra hours, shift/break changes, PTO, extra hours, etc.)Assists with candidate screening, interviews, hiring and new employee onboardingEvaluates employee overall performanceRecognizes employee achievements and champions LogistiCare core valuesChampions companywide initiatives (Supporting and embedding changes)Approves/authorizes payroll accurately and on scheduleIdentifies, collaborates and assists in developing process improvementsMust be able to maintain confidentiality of informationLive monitoring queues and skills while communicating needed changes to the National Command CenterOther duties as assigned POSITION QUALIFICATIONSCompetency Statement(s)Analytical Skills - Ability to use thinking and reasoning to solve a problemCommunication, Oral - Ability to communicate effectively with others using the spoken wordCommunication, Written - Ability to communicate in writing clearly and conciselyCustomer Oriented - Ability to take care of the customers' needs while following company procedures.Decision Making - Ability to make critical decisions while following company procedures.Interpersonal - Ability to get along well with a variety of personalities and individuals.Management Skills - Ability to organize and direct oneself and effectively supervise others.Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisionsProblem Solving -- Ability to find a solution for or to deal proactively with work-related problemsEntire work time is conducted in an office environment in a controlled atmosphere building.The noise level in the work environment is usually moderate.LogistiCare is an Equal Opportunity Employer.Equal Opportunity Employer Minorities/Women/Protected Veterans/DisabledEmployer's Job# 5000481636606Please visit job URL for more information about this opening and to view EOE statement.