Service Center Supervisor

Job description

·  Job Description:

Summary

Supervises staff; monitors, coaches, and motivates staff to develop appropriate skills and competencies. Fosters the attitudes, conditions, and environments that motivate staff toward achieving results. Remains up-to-date on any new developments to the project, communicates those changes to the staff, and ensures comprehension and compliance.

Essential Job Functions

·  Monitors, coaches and supports incentive programs to motivate staff towards achieving results; supporst staff development of call handling skills. Provides leadership and direction while maintaining team morale.
·  Ensures staff performance, quality, productivity and attendance standards are met; posts statistics as appropriate. Follows up by monitoring progress and results and taking appropriate counter measures.
·  Encourages continuous improvement; involves others in planned process improvement efforts and measures; encourages/coaches individuals to follow a systematic improvement process.
·  Participates as a member of the supervisory team, cooperates with peers to build consensus and share responsibilities. Contributes to discussions, actions, and projects and helps resolve indifference or conflicts by identifying common ground and exploring potential solutions.
·  Assists human resources by interviewing prospective candidates and processing volutary and involuntary terminations.
·  Maintains attendance records, processes employee paperwork, submits payroll information as required and to support administration in an accurate and timely fashion.
·  Provides meeting leadership, management, and facilitation; prepares for meetings in advance and follows up with a complete meeting record to participants.
·  Supports department projects as needed including any special assignments/working hours.

Basic Qualifications

·  Bachelor's degree or equivalent combination of education and experience
·  Bachelor's degree in a related field preferred
·  Six or more years of customer service experience
·  Two or more years of leadership experience
·  Experience working with organizational functions and personnel
·  Experience working with fax machines, computer software, and telephone technology
·  Experience working with help desk software

Other Qualifications

·  Good business and analytical problem solving skills
·  Strong communication skills
·  Ability to work independently
·  Ability to follow oral and written directions

Work Environment

·  Office environment