Call Center Supervisor

Where

Nashville, TN

What you'll be doing

Lead a team of review specialists, maintaining excellent relationships with key internal and external customer contacts. Ensure accuracy and quality of customer service through effective coaching and feedback and providing direction to staff, developing a strategy for driving high performance at an individual and team level. Act as a conduit for communication, ensuring that direct reports are well informed about issues that affect them and their customers. Collaborate with management team to ensure optimum organizational performance driving continuous improvement of the operation. Manage the team effectively to motivate and retain employees, and ensuring the team uses systems efficiently to maintain standards in accordance with the company mission, policies and procedures. Support training programs and coach toward performance improvement of their associates. Conduct the performance evaluation process and administer progressive discipline up to and including termination. Track, report and maintain quality, attendance, productivity, and service measures conduct informal and formal performance reviews and corrective action if necessary. Develop, motivate and retain associates; provide effective coaching & feedback, and career planning / development. Monitor associate calls for quality standards and provide constructive feedback; are accountable for ensuring their staff meets client metric obligations; and participate in calibration sessions and work closely with quality assurance.

What your background should be

This position requires 2 to 5 years experience coaching and supervising. Prior call center or insurance experience is preferred. Strong claims processing aptitude, knowledge, and experience is also required. This position requires the ability to read, write, analyze and interpret instructions, professional documents and business publications. This position also requires the ability to write correspondence, reports or manuals and effectively present information to clients, employees and management. Must observe excellent levels of customer service while balancing the best interests of the company with those of the subscriber. Must be self-motivated, committed to customers and employees, action orientated, results driven with a positive attitude and an excellent knowledge and understanding of the wireless industry and call center environment. Must be an excellent motivator and team player, with a demonstrated ability to lead, direct and mentor others. Must have experience in managing customer relationships. Must have excellent communication skills, both written and verbal with an emphasis on interpersonal skills, project management discipline and conflict resolution. Must have working knowledge of coaching and employee development techniques and change management. Must have the ability to handle multiple priorities, work in a fast-paced environment, and make decisions quickly.

Required Schooling / Training

Not Specified

Who is the client company

This privately held company provides device replacement insurance.

If you are interested in this position, send your resume to apply@kochdavis.com