Supervisor- Contact Center

SUPERVISOR CONTACT CENTER

At Bobby Dodd Institute we believe in an inclusive world where people of differing abilities can lead more independent and purposeful lives when provided the right guidance support and opportunities.

Under the supervision of the Senior Director the Supervisor oversees the practical daytoday operations of 15 Customer Service Representatives. They provide operational support in accordance with policies and procedures. In addition they ensure smooth contact center operations and be the primary coach for frontline staff.

This position requires the candidate to successfully complete a criminal history background check.

KEY RESPONSIBILITIES
Provides daily direction and communication to Team Supports and team members so that customer service tasks are completed in a timely efficient and knowledgeable manner.

Handles human resource management issues among teams including completion of employee reviews coaching corrective action timecard review/correction time off approvals etc.

Interview as needed to support recruiting efforts

Provides training and resources including updating the intranet wiki so that team members are equipped to do their jobs.

Identifies opportunities for process improvements and solutions to upper management

Monitors and tracks productivity; keeps Customer Service Manager informed of related issues.

Submit overview reports to management as requested.

Complete QA for the team

Manage the Call Que and chats to answer questions

Take supervisor calls as needed.

Minimum two QA audits per week will be conducted on each agent and documented in Playvox

Support other teams when needed.

PHYSICAL QUALIFICATIONS
This job is performed in an office setting. This role routinely uses standard office equipment such as computers phones photocopiers filing cabinets and fax machines.

The Supervisor may be asked to complete other duties as assigned by management. Please note that this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that the employee requests for this job. Duties responsibilities and activities may change at any time with or without notice.

OVERALL QUALIFICATIONS

Must have 2 years of call center background

Communicates Effectively

Manages Complexity

Customer Focus

Develops Talent

Directs Work

Resourcefulness

Situational Adaptability

Builds Effective Teams

Instills Trust

Drives Vision and Purpose

PREFERRED EDUCATION AND EXPERIENCE

High School or GED

5 years of experience in a fastpaced customer service role requiring the ability to handle multiple tasks at various stages of completion.

Previous experience requiring clear and calm communication by phone.

Previous experience that required the ability to use the computer system and maintain good records effectively.

Strong knowledge of durable medical equipment typically gained in 2 years of experience.

Advanced understanding of insurance guidelines and billing including rules limits verification procedures cost/reimbursement rate issues etc.

Minimum of 2 years of leadership experience in a Call Center or similar environment

Bobby Dodd Institute (BDI) is an equal opportunity employer and a DrugFree workplace. All qualified applicants will receive consideration for employment without regard to race color religion sex age national origin disability status protected veteran status or any other characteristic protected by law. BDI is a Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Federal Contractor.