Shift Supervisor

P O S I T I O N    D E S C R I P T I O N

 PRINCIPAL DUTIES AND RESPONSIBILITIES 

 This position reports directly to the project manager with an emphasis on daily call center operations, administrative functions and communicating with DCA staff. 

 Administrative Tasks 

 Monitor productivity and quality of customer service representatives and generate routine reports. 

• Approve bi-weekly and weekly payroll submission prepared by all CSR’s. 
• Prepare and present reports on productivity, performance and quality to the Project Manager on a regular basis. 
• Develop employee action plan and timeline for corrective action as needed. 
• Maintain call tracker by resolving issues, creating new users, etc. 
• Update and maintain weekly schedule and attendance tracking system according to policy.
• Driving employee incentives.
• Office availability for employee support.
• Meeting with all direct reports annually to provide evaluations.

 Implementation and maintenance of Daily operations of call center 

• Monitor and forecast call volumes and staffing requirements and adjust on a daily basis. 
• Make necessary changes in staffing based on day of week, mailings from DCA and other announcements, anticipated renewals, and phone system data. 
• Study and standardize procedures to improve efficiency of agents. 
• Maintain harmony among workers and resolves grievances. 
• Lead delegation.
• Meet with the Project Manager on a regular basis to evaluate the effectiveness of Team schedules and coordinate the overall plan and strategy for the Call Center. 
• Oversee evaluation process and work in conjunction with Case Manager and Trainer to encourage employee personal/professional development. 
• Work with Project Manager and team leads to develop coaching strategies with an emphasis on overall CSR development and performance improvement.
• Answer questions and recommend corrective services to address customer complaints. 

DCA Staff Liaison 

• Monitor service calls to observe employee demeanor, technical accuracy, and conformity to InspiriTec policies and procedures and the agreed upon script with DCA. 
• Work with DCA telephone engineers and the Project Manager to maintain the correct recorded announcement menus, and make changes as necessary based on the time of day, day of week, or holidays. 
• Meet regularly with Board Executive Directors to evaluate changes in procedures to be followed by the Customer Service Representatives (CSRs). 
• Update Board scripts on an annual basis. 
• Working in conjunction with Project Manager and DCA staff, schedule and provide training on procedures on a regular basis. 
• Maintain relationship with DCA boards.

 Required Skills and Experience 

• Management experience required. 
• Call Center experience required.
• Maintaining neutrality at all times
• Emphasis on quality assurance and attendance/punctuality 
• Must be able to analyze data and manage accordingly. 
• Team player that is focused on quality with a proven track record in customer satisfaction. 
• Must be professional and act as a role model for staff 
• Strong project management and operational skill 
• Strong interpersonal skills, must be organized, multi task and have a strong follow up 
• Social-entrepreneurial perspective 
• Must be able to work well under pressure 
• Strong Customer Service skill, including training 
• Ability to effectively work with: Persons with disabilities 
• InspiriTec call center customers 
• InspiriTec technical and management staff 
• Outside vendors 

EEOC/Disability/Veterans