Call Center Supervisor

Job description

As one of the nation’s premier minority-owned companies, we are a high performance provider of business process solutions, facilities management and infrastructure support services to government and commercial markets. SUMMARY: Customer Service Associate is responsible for providing assistance to customers via the Call Center in a timely manner. Position is conveniently located within Center City Philadelphia. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: ◦ Enforce company and department policies and procedures. ◦ Maintain verbal, written email to manager regarding department. ◦ Prepares work schedule to expedite workflow. ◦ Maintain staff personnel file which include time and attendance records. ◦ Completes daily and weekly payroll. ◦ Monitor all lunch and break records. ◦ Responsible for coaching, counseling, and /or corrective actions of staff. ◦ Responsible for staff motivation. ◦ Responsible for staff development and training. ◦ Complete telephone and correspondence monitoring to assure accuracy and quality. ◦ Monitor staff efficiency standards daily. ◦ Assist staff with job duties when needed. ◦ Answer inbound calls daily. ◦ Handle escalated citizen situations...