Job Details
Job Type
Full-time
Description
The Member Services Supervisor's role is to assist in overseeing and managing a team of Members Service Representatives (MSRs) in the day-to-day operations of contact center operations. The Member Services Supervisor will support MSRs after training by monitoring and documenting MSR progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to MSRs. A Member Service Supervisor should be supportive, communicative, and attentive as well as possess strong critical-thinking and decision-making skills.
Requirements
Responsibilities include but are not limited to:
Assist in the formulation of targets for individuals and teams
Answer questions from staff and provide guidance and feedback
Devise ways to optimize procedures and keep staff motivated
Monitoring and evaluating MSR performance, providing learning or coaching opportunities, and taking corrective action, if necessary
Ensure adherence to policies for attendance, established procedures etc.
Identifying operational issues and suggesting possible improvements
Preparing reports and analyzing data to assist management as they determine call center goals
Working with other supervisors and management team members to support MSRs and maximize Member satisfaction Stay appraised of new processes and technology
Interview and hire new staff
Other duties as assigned
Requirements:
Ability to remain calm and respectful under pressure
Proven leadership skills
Excellent problem solving, and decision-making skills
Organizational skills and attention to detail
Exceptional interpersonal and active listening skills
Detail oriented with ability to focus on the specifics of each call
Strong written, & verbal communication skills
Proficient in Microsoft Outlook, Word, Excel, and PowerPoint
Adaptable/flexible with ability to frequently shift direction and priorities
Dependable and reliable
Autonomous/Independent with ability to work with minimal direction
Internal Candidates should be in good standing with no corrective action in place, attendance within acceptable guidelines and consistently meeting standards of our 5 Star Service model
Company Benefits Include:
- Paid time off
- Full benefits (health, dental, and vision)
- Life insurance
- Long-term and short-term disability insurance
- Retirement benefits
This position spends the majority of time spent seated either on a computer or phone. We offer a highly competitive compensation and benefits package.
Currently hiring for: full-time with different shift times available from 7am to 7pm. Please send us your resume with a cover letter telling us why you'd be the perfect fit for this position. We look forward to hearing from you.