Call Center Supervisor

Posting expires: October 18, 2024

Salary range: $50,668 - $67,594

General Description and Classification Standards The Department of Watershed Management Call Center Supervisor is responsible for the day-to-day coaching and development of call center agents. Monitors and evaluates individual and team’s performance. Ensures the team’s positive mindset and customer-focused attitude. Handles agents’ escalations and calls customers back when agents are unable to handle or complete a call. Identifies and addresses people issues. First line of support for the call center agents.

Essential Duties & Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all-inclusive. May perform other duties as assigned.

• Reports to Operations Manager and is responsible for supervising the daily activities of call center representatives.
• Motivate, support, and guide call center representatives through effectively addressing complex concerns while engaged in live interactions with customers.
• Answer staff member questions and provide best practices for addressing specific complaints.
• Coaches Customer Resolutions Specialists and documents coaching sessions
• Evaluate and rate the effectiveness of staff member performance to meet departmental objectives.
• Ensure adherence and conformance of established policies and procedures.
• Assess employee needs and provide coaching feedback regularly.
• Implement employee disciplinary action when necessary.
• Address customer escalations, answer customer’s requests to speak with a supervisor and perform follow-up calls as needed.
• Take inbound phone calls when necessary to help manage service levels.
• Monitor call center queues and make adjustments based on staffing needs.
• Enhance team member's knowledge and skills by actively participating in training and development activities.
• Collaborate with the Workforce and Development team to help develop strategies to continually improve agent performance.
• Research and investigate complaints pertaining to utility billing; review, audit and analyze account billing records.
• Engage and collaborate with internal and external groups/departments to resolve customer concerns.
• Update customer records and notes appropriately in accordance with established guidelines.
• Analyze data to determine proper response to inquiries. Initiate appropriate action; generate work orders to resolve service issues
• Perform data entry functions by keying data into computer system; enter, retrieve, review, or modify data in computer database; verify the accuracy of entered data and make corrections when necessary.
• Work with senior management to improve departmental procedures and update knowledge bases.
• Create urgent messages/protocols for agents to follow when a process or system is down that will impact customers
• Prepare and analyze data for reporting purposes.
• Perform other essential duties to support the needs of the team and senior management.

Knowledge, Skills & Abilities

This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully. It is not an exhaustive list .

Knowledge of steps to prevent counter-productive confrontations and managing/resolving conflicts and disagreements in a constructive manner; basic principles and practices of functional and technical supervision and training; proper public contact and telephone etiquette. Skilled in treating others with courtesy, sensitivity, and respect; typing various reports and correspondence. Ability to tactfully respond to requests and inquiries from the general public; flexibly adapt to a variety of work situations and interruptions; establish and maintain an effective and professional working relationship with colleagues and customers; work in a high-activity team environment; handle stressful and difficult public contacts in an appropriate and professional manner; work well under pressure to meet deadlines; hold self and others accountable for measurable high-quality, timely and cost-effective results; determine objectives, set priorities and delegate work

Minimum Qualifications - Education and Experience

Three or more years of work experience in a call center environment. Professional experience working with account management, billing, and customer escalations. One or more years of supervisory or leadership experience, call center management preferred.

Preferred Education & Experience

Bachelor’s degree in Business or Public Administration, Education, Communications, or related field. Three to five years of work experience in the escalations, billing, and account management Three or more years of supervisory experience in call center management is preferred.

Licensures and Certifications - None Required

Essential Capabilities and Work Environment Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.



Closing Date/Time: 2024-10-18

• 

• City of Atlanta

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