Contact Center Supervisor
Epiq Systems, Inc.
248 reviews
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Tampa, FL
Epiq Systems, Inc.
248 reviews
Read what people are saying about working here.
This position supervises the daily operations of the contact center. Through leadership, training and development and organization of contact center personnel, this position will ensure client requirements are achieved and resources are maximized to the full potential. Additionally, this position will coordinate with internal project team members to ensure successful case launch and management priorities are maintained in the contact center.
Job Responsibilities
• Provide supervision, training and development to contact center agents and leads.
• Develop training curriculum for contact center agents and facilitate training classes as needed.
• Monitor/review phone agent performance (call quality scores, agent statistics, time entries, attendance, escalations, etc.).
• Ensure the team is adhering to the company’s/clients policies and procedures.
• Workforce Management: Ensure the team is adhering to their schedule and that they are utilized appropriately.
• Ensure time entries for your entire team are accurate.
• Act as a liaison between the phone agents, management, and client services. Ensure all parties are informed appropriately.
• Update scripting/procedure changes in our knowledge base as needed.
• Interview potential candidates as needed.
• Walk the floor, field questions, perform side by sides, and generally be available to your team.
Qualifications
• Bachelor’s degree in Communications, Social Studies, Legal field preferred but not required (could be substituted by relevant job experience.
• Call center experience required. Must understand call center demands and metrics.
• Strong communication skills in reading, writing, and speaking English
• Must have strong experience the areas of staff development and direction, training, quality control, and document preparation.
Competencies
Coaching for Results - Provides timely guidance and feedback to help others strengthen specific knowledge and/or skill areas necessary to accomplish specific objectives or tasks; helps to clarify the situation and expected behaviors; provides instruction and opportunities for observation; provides on-going feedback and reinforcement
Managing Performance - Ensures that associates have clear goals and objectives, expectations and measures of success for projects and tasks; clearly assigns or delegates responsibility for tasks and assignments; monitors the process of work as well as progress toward completion and final results; provides specific performance feedback, both positive and corrective, as soon as possible after event
Developing Others - Provides support and direction towards the development of individuals’ knowledge and skills to effectively facilitate their accomplishment of both current and future job responsibilities; partners with individuals on identifying and setting development goals; helps to identify development opportunities as part of the plan; provides continuous feedback on performance and progress and assists in the adjustment of development plans; ensures management team adheres to business defined talent management practices and procedures
Fosters Teamwork - provides opportunities for people to learn to work together as a team; promotes cooperation with other departments; recognizes and encourages the behaviors that contribute to teamwork, continuous support and removal of barriers, appropriately involves team members in decisions and leverages unique talents of the team
Empowering Others - Gives people latitude to make decisions based on their level and area of responsibility and level of knowledge and skills; encourages individuals and groups to set their own goals, consistent with business goals; expresses confidence in the ability of others to be successful; encourages groups to resolve problems on their own; avoids prescribing a solution
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.