Job Details
JOB SUMMARY:
The Shift Supervisor organizes and directs the day-to-day activities and Call Center operations of the VA Caregiver Legal and Financial Program. Responsible for managing, training & guiding call center personnel in performing their duties. Provides support, reports & resolves problems and complaints. Monitors staff & contact center performance and analyzes reports. Helps to develop schedules to ensure adequate staffing levels.
Essential Job Functions:
- plans, and manages functions related to call center staff.
- and directs the day-to-day activities of all call center staff.
- as a source of information and answers questions, assigns tasks, follows up and gives instructions as necessary.
- coordination with Call Center Operations Manager and the Program Manager, carries out supervision, coaching, call monitoring, training, reviewing and provides input on disciplinary actions.
- follows up & resolves caller complaints. Carries out performance monitoring and measurement. Provides input into evaluation of all call center staff.
- that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
- and maintains lists of key personnel and schedules, and ensures all lists are available to staff for use as required.
- coordination with Call Center Operations Manager, prepares and directs scheduling, monitors attendance, schedules shifts & breaks as necessary, and reviews and approves timesheets.
Supervisory Responsibilities:
Provides work direction to all call center staff.
OTHER DUTIES:
Performs other similar or related duties, as assigned, such as updating databases, coordinating activities related to equipment issues and/or the ordering of materials and supplies, etc.
MISSION RESPONSIBILITIES:
- Contributes to achievement of the Mission and Vision of our organization.
- Adapting to Change Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.
- Continuous Improvement Acts to constantly improve the of customer satisfaction in both individual and teamwork processes.
- Client Centered Focus Demonstrates concern for meeting or exceeding customer s expectations/requirements in a manner that allows the client to guide rehabilitation process towards the achievement of their goal(s) and which provides satisfaction for the customer.
- Teamwork Accomplishes tasks through working effectively with others and appreciating the value, contributions, and commitment of every member.
KEY COMPETENCIES:
- Problem solving.
- Excellent communication written and verbal skills.
- Ability to work with individuals and teams.
- Ability to recognize problem situations and effectively troubleshoot.
- Flexible.
- Ability to quickly learn.
- Goal oriented with motivation to become functional expert in the program you support.
JOB SPECIFICATIONS:
Required Knowledge, Skills, and Abilities:
- degree in legal or financial counseling, paralegal, business administration or related field, or work experience and training equivalent, in lieu of formal education.
- years customer service experience with at least two years in a supervisory experience leading team (Call Center environment preferred).
- communication, leadership, and interpersonal skills.
- command of English language.
- understanding of IT technology. Able to use IT systems with good knowledge of commonly used word processing, spreadsheet, and database software packages.
Minimum Education/Training Requirements: bachelor s degree in legal or financial counseling, paralegal, business administration or related field, or work experience and training equivalent, in lieu of formal education.
Minimum Experience: Must have 5+ years customer service experience with at least two years in supervisory experience leading teams (Call Center environment preferred). Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Program Manager, Revelations Counseling & Consulting.
Physical Capabilities: Minimal physical effort, involving walking, standing, and sitting, approximately 90% of working time.
Work Environment:
Typical Office and/or Call Center (Professional) setting.