Supervisor- Call Center

Supervises a front line team of agents providing assignment intake service, customer contact, response time management and complete customer satisfaction surveys.

• Supervises and monitors staff to ensure high levels of customer service.
• Provides coaching, mentoring and feedback to team members as opportunities arise to improve handling of customer calls and claims processing.
• Provides every team member with regular statistical feedback.
• Provides every team member with comprehensive qualitative monthly audit feedback to include attendance updates, voice audit summaries (QA), analysis of productivity levels against goals, and summary communication of departmental and/or business news.
• Sets a leadership example with peers and staff.
• Supervises floor as appropriate by acting as a visible leader walking the entire center floor.
• Assists with employee development and training.
• Monitors daily activities of call center staff.
• Monitors staff attendance and performance.
• Participates in the interview and selection process of open positions.
• Provides corrective feedback at the appropriate level to any staff member as necessary.
• Assists in resolving personnel issues.
• Supports the management of daily service levels, talk times and quality goals.
• Identifies, develops, and supports the coordination of training programs as needed.
• Works closely with all staff members and peer supervisors to ensure open communication and consistency of work flow.
• Takes supervisory calls, including escalated customer problems and take appropriate action to resolve issues.
• Participates in special projects or performs duties in other areas as requested.
• Upholds and projects the public image of the Company.
• Maintains overall knowledge of Contractor Connection business model.
• Upholds the Crawford Code of Business Conduct and Ethics at all times.

• Bachelor degree or equivalent combination
• Minimum two years call center experience required. Demonstrated leadership in previous experience is vital. Previous call center management experience preferred, though not required.
• Highly proficient and advanced computer skills.
• Excellent attention to detail and organizational skills
• Good time management abilities.
• Strong analytical and problem solving ability.
• Excellent written, verbal and oral communication skills.
• Good interpersonal skills.
• Ability to effectively manage and supervise employees.

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