Shift Supervisor (NCC)

JOB SUMMARY:

Responsible for effectively supervising Customer Care Representatives (CCR) in the National Communications Center (NCC). Manage and develop the CCRs as well as mentor and assist them with all aspects of their position. Proactively communicate project issues and challenges to management. Assure that the NCC is providing the best service to its internal customers and clients.

ESSENTIAL FUNCTIONS:

The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all functions listed. Additional duties may be assigned and functions may be modified according to business necessity.

All assigned duties or tasks are deemed to be part of the essential functions unless such duties or tasks are unrelated to the functions listed in which case they are deemed to be other (non-essential) functions.

Employees are held accountable for successful job performance. Job performance standards may be documented separately and may include functions objectives duties or tasks not specifically listed herein.

In performing functions duties or tasks employees are required to know and follow safe work practices and to be aware of company policies and procedures related to job safety including safety rules and regulations. Employees are required to notify superiors upon becoming aware of unsafe working conditions.

All functions duties or tasks are to be carried out in an honest ethical and professional manner and to be performed in conformance with applicable company policies and the event of uncertainty or lack of knowledge of company policies and procedures employees are required to request clarification or explanations from superiors or authorized company representatives.

Provide supervision and guidance to CCRs. Coordinate customer service activities such as assigning schedules for CCRs to monitor Post Confirmation System (PoCo) and respond to all alerts as they occur during the course of the shift and evenly distributing administrative tasks and projects.

Create and maintain a spirited work environment that promotes positive communications within the NCC and field offices. Foster teamwork within the NCC field offices and company.

Monitoring/Service Observation: Monitor attendance and quality of CCR and customer interaction. Communicate customer service performance objectives. Ensure that departmental standards regarding quality and productivity are maintained. Empower individuals to meet performance expectations. Monitor effectiveness professionalism and efficiency of CCRs. Motivate CCRs to aggressively achieve quality and productivity goals.

Coaching and Counseling: Establish and maintain visibility and daily contact within the NCC by providing regular feedback and coaching sessions with CCRs. Assist in the ongoing training and development of CCRs coordinating training efforts with Training and Development Administrator. Mentor new hires and current staff. Assist in evaluating and improving CCR phone skills.

Address complaints answer questions and resolve problems regarding all aspects of the NCC system. Ensure the timely communication and resolution of field complaints/issues concerning scheduling and profile problems.

Assist the NCC Manager in effectively staffing and administering functions to ensure that performance and service levels are consistently met. Coordinate work schedules to ensure that adequate staffing needs are appropriate to call volume.

Develop new ideas and plans to improve shift functioning. Work with NCC Management to identify and implement processes and service improvements.

Evaluate and execute appropriate action to improve or recognize employee performance. Administer monthly scorecard and annual CCR performance reviews. Apply corrective action plans. Handle all disciplinary situations in conjunction with NCC Management in a timely manner including pertinent supporting documentation.

Seek out updates with field management to ensure that the NCC database information is current to proficiently respond to field operation requirements.

When needed assist CCRs in receiving all incoming forms of communication from clients prospective clients field personnel or the general public during the shift.

Assist with other projects as assigned and perform additional duties as requested by management.

Other duties as assigned

MINIMUM QUALIFICATIONS AT ENTRY:

Additional qualifications may be specified and receive preference depending upon the nature of the position.

Communication Skills: Possess excellent verbal and written skills including good grammar and a well modulated articulate speaking voice. Ability to listen attentively to others. Ability to effectively present information and respond to questions from management and customers.

Management Skills: Capable of working independently under minimal supervision and following directions. Ability to evaluate employees. Possess leadership qualities and assertiveness. Ability to accept responsibility. Ability to use sound good judgment to accomplish results.

Education/Experience: High School Diploma or GED required with two to three years of customer service experience. Some college preferred.

Working Conditions and Physical/Mental Demands

Maintaining composure in dealing with authorities executives clients staff and the public occasionally under conditions of urgency and in pressure situations.

Successful passage of background reference psychological and controlled substance tests.

Required ability to handle multiple tasks concurrently.

Computer usage.

Handling and being exposed to sensitive and confidential information.

Regular talking and hearing.

Frequent sitting.

Occasional walking reaching with hands and arms stooping kneeling crouching and crawling.

Close vision distance vision and ability to adjust focus.

Work primarily performed in an office environment.

Ability to sit for long periods of time while working on a personal computer

Occasional lifting and/or moving up to 10 pounds