Call Center Supervisor

Job Description

Attorneys on Demand is the nation’s largest legal support services. We have achieved success by empowering people with real programs that provide avenues for advancement and a great atmosphere that makes everyone look forward to the workday. As the Shift Supervisor, you will oversee a team and daily operation in the Customer Service operations, managing “real-time” work volumes, case deadlines and providing guidance and assistance to clients and staff.

Responsibilities:

• Manage, motivate, and train staff:
• Meet weekly with direct reports for performance metrics review and professional development
• Facilitate regularly scheduled staff meetings
• Perform annual staff reviews; establish individual goals for development
• Motivate employees to reach department goals and objectives
• Train and assist staff to handle work volume and issues, in accordance with company policies and procedures
• Manage the integrity of the customer service process:
• Assist with daily scheduling for call volumes and adherence to client/company overall service level agreements (SLA)
• Establish and monitor goals for acceptable performance in accordance with company standards
• Assist with quality programs and development/execution of policies and procedures, campaigns and incentive programs
• Ensure all tasks, emails, correspondence, research functions are handled in conjunction with SLA and compliance standards
• Identify trends and escalate issues to manager timely, for minimizing corporate risk, enhancing the customer experience, and adherence to root cause policies and procedures
• Participate in handling incoming and outbound call needs, to meet department/client goals
• Oversee and respond to real time customer issues/incidents that impact company initiative
• Responsible for minimum of one monthly enhancement to department/company for efficiency, cost benefit or service improvement
• Facilitate outbound call programs; provide weekly/monthly reporting
• Participate in supervisor rotation for manning the assistance line to coach staff real time, maximizing consistency of knowledge and improving processes and impact on customers
• Act as direct back-up to Director of Operations and HR Specialist/Recruiter
• Act as a liaison in the development of strong working relationships for the consistent improvement of functions; hold regularly scheduled meetings with other managers throughout the company
• Other duties as assigned

Qualifications:

• Four year college degree or equivalent, or minimum three years progressive customer service experience in a call center environment
• One year supervisory experience, including coaching, evaluation, and discipline
• Strong leadership skills, demonstrated by role modeling in actions and words
• Excellent interpersonal, coaching and counseling skills
• Excellent problem resolution and customer service skills
• Excellent verbal and written communication skills
• Excellent organizational and time management skills
• Ability to work in a fast pace environment
• Professional demeanor and appearance