Bilingual CDC Call Center Supervisor - Remote
Company: Maximus
Location: Henderson
Posted on: April 6, 2021
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Job Description:
JOB DESCRIPTION SUMMARY The Call Center Supervisor (Bilingual)
is responsible for providing front-line, first level supervision
and leadership to customer service representatives (CSRs) with the
goal of meeting program objectives and customer service level
agreements. To prepare you for this role, Maximus provides paid,
comprehensive training which ensures our customer service
representatives care for each caller with the highest levels of
knowledge and professionalism. Essential Duties and
Responsibilities: - Supervise the work of customer service
representatives to ensure adherence to quality standards,
deadlines, and proper procedures, correcting errors or problems as
needed- Interview and recommend hiring and promotion of contact
center staff, through partnering with Human Resources- Develop work
schedules and assign duties to direct report personnel to ensure
efficiency- Evaluate employees' job performance and recommend
appropriate personnel action, including disciplinary action,
performance improvement plans, and termination through partnering
with Human Resources- Discuss job performance concerns with
employees to identify causes and issues and work closely with the
Human Resources on resolving problems- Ensure compliance with
company Wage & Hour policy, including ensuring non-exempt employees
get the rest & meal breaks- Provide support and identify training
needs and development opportunities, through weekly coaching
sessions with direct reports- Perform operational tasks to assure
project and program service level requirements and goals are met,
including analyzing direct reports' quality performance and
trending call types, and providing coaching on a regular basis-
Participate in meetings and recommend changes to policies and
procedures- Assume leadership responsibility for departmental tasks
and contact center activities as required- Support and enforce
contact center expectations- Participate in the work of
subordinates to facilitate productivity or to overcome difficult
aspects of work- Assist direct reports with escalated issues or
cases as needed
Keywords: Maximus, Henderson , Bilingual CDC Call Center Supervisor - Remote, Other , Henderson, Nevada
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