Call Center Supervisor

Role Overview

Assists in leading day to day operation and management of all supporting activities to various Event Center projects. Manages call center phone and operations associates to ensure all service levels are met according to pre-established standards. Supports multiple projects and/or initiatives regularly. In addition, participates in strategy sessions with the Event Center Project Managers and Management.

Responsibilities

  • Helps to monitor daily workflow (inbound and outbound calls and work in the AWD queues) to ensure all operations functions are performed on an efficient, timely basis and meet quality, productivity and audit standards; reviews and prepares quality and productivity reports for management.
  • Actively participates in strategy sessions for each Event Center campaign.
  • Ensures new associates are equipped with appropriate systems.
  • Assists in the training of staff.
  • Helps coordinate necessary approval (written or otherwise) for script changes and helps update systems in a timely manner.
  • Maintains service levels in accordance with organization and client expectations
  • Interfaces with client(s) to respond to questions regarding issues, systems capabilities and special processing.
  • Escalates significant issues to next level manager.

Qualifications
 

  • Bachelor’s degree and 3 years of work-related experience.
  • General knowledge of our unique businesses (settlements, class actions, 529’s support) preferred.
  • Basic knowledge of financial services industry preferred.
  • Ability to delegate to team members
  • Ability to meet deadlines

  • Apply with Adecco

Reference number US_EN_99_025360_599026