[ref. b95927822] Call Center Supervisor

This involves effective coaching, development, reporting and performance management that will yield week-over-week improvements. Must be comfortable in working in a competitive environment, with weekly and monthly KPI's and targets.

This position is ONSITE in our Northbrook, Illinois corporate office. Remote work is NOT available.

ESSENTIAL FUNCTIONS:

• Provide daily direction and communication to employees to ensure calls are answered in a timely, efficient, professional, and knowledgeable manner - while achieving desired results.
• Coaches' employees to reached desired sales goals and targets, while navigating through pivots, objections and rebuttals.
• Monitors employee performance to assure that all goals are achieved.
• Must have a roll-up your sleeves can do attitude: We are not a culture of delegation.
• Takes corrective action, and counsels' employees on performance, attendance and other areas of improvements.
• Must be comfortable in the development of performance and sales reports.
• Continuously review scripts and communications while developing enhancements and improvements.
• Partner with Senior Leadership to develop contests and employee recognition programs to spur healthy competition, team environment and a positive service atmosphere.
• Handles and resolves escalated patient calls and inquiries.
• On occasions: Lead by example and fill-in for callers and handle the day-to-day tasks.
• Ability to interpret call center reports on abandon rates, inbound calls, outbound and overall call volume.
• Ability to derive staffing and coverage needs based on overall call volume.
• Ability to interpret call center statistics and adjust staffing levels to handle projected call levels.
• Ability to coach, mentor and train call center analysts
• Implement measurements/KPI’s designed to benchmark call center performance.
• Translate for business purposes how call volume in an out bound correlates to business performance.

KNOWLEDGE AND SKILLS:

• Solid Knowledgeable of telephone call center systems
• Proven and demonstrated track record of coaching and developing individuals in a sales environment.
• Solid multi-tasking, prioritization and organizational skills
• Ability to work in a fast paced, quickly changing environment with conflicting priorities.
• Ability to work analytically to identify qualitative or quantitative trends and take appropriate action.
• Effective problem solver
• Exceptional written and verbal communications skills

Requirements

QUALIFICATIONS:

• Must have a proven track record of managing high performing teams.
• 2+ Years supervisory or lead experience (to include direct coaching and counseling)
• Demonstrated experience handling escalated callers, service issue, and employee conflicts.
• Bilingual / English / Spanish (or) English Russian (or) English Greek is a plus.
• Schedule flexibility to cover 1 weekend day.

• Medical, Dental, and vision insurance plans
• 401k with company match
• Flexible Schedule
• Great growth opportunities!