Call Center Supervisor
Location: West Sacramento
Posted on: January 13, 2022
Gainwell Technologies LLC
Summary Job Description Essential Job Functions
- Assists less experienced service center representatives resolve
complex customer questions.
- Researches complex customer inquiries and responds to
appropriate parties in a timely manner.
- Informs staff of service level issues and escalates issues to
supervisor/manager in a timely manner to minimize corporate risk
and enhance customer service experience.
- Assists with establishing and obtaining goals for acceptable
performance in accordance with client service agreements.
- Provide occasional phone coverage when required.
- Interfaces with team members, management, and customers in
reference to customer service issues.
- Reviews client reports on a weekly basis to ensure data
integrity; prepares and submits report to management.
- Supervises daily transactions to ensure policy and procedures
are in accordance with service level agreement.
- Assists supervisor/manager with the day-to-day operations of
the customer service area, including training and/or mentoring less
- Recommends and/or initiates the selection and hiring of
employees. Trains and evaluates employees to enhance their
performance, development, and work product. Addresses performance
issues and makes recommendations for personnel actions. Makes
recommendations for salary increases, transfers and terminations to
manager. Basic Qualifications
- Bachelor's degree or equivalent combination of education and
- Bachelor's degree in business management or related field
- Six or more years of customer service experience
- Two or more years of leadership experience
- Experience working with organizational functions and
- Experience working with fax machines, computer software, and
- Experience working with help desk software Other Qualifications
- Good business and analytical problem solving skills
- Strong communication skills
- Ability to work independently
- Ability to follow oral and written directions Work Environment
- Office environment
- May require shift work Job Description Qualifications
Keywords: Gainwell, West Sacramento , Call Center Supervisor, Other , West Sacramento, California
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