Supervisor I (Temporary, 20.88hr)

Hattiesburg, MS - USA

Monthly Salary: Not Disclosed

Posted on: 3 days ago

Vacancies: 1 Vacancy

Department:

Operations

Job Summary

JOB TITLE: Supervisor I (Temporary)

DEPARTMENT: Operations

REPORTS TO: Supervisor

FLSA STATUS: Non-Exempt

OUR GUIDING PRINCIPLES:

Make every interaction Count

Act with Respect and Integrity

Demonstrate Passion for Continuous Improvement

Be Worth of Trust from all Stakeholders

OVERVIEW:

The Supervisor I (Temporary) will be responsible forâmanaging agents on a SaviLinx contract and will be required to provide superior customer service in a contact/call center/help desk environment for a specific contract in support of a client with high demands for privacy confidentiality precision and customer service skills. This position requires someone with technical ability who is process driven. Flexibility to work variable hours are necessary. âAs well the ability to supervise remotely is necessary.

ESSENTIAL FUNCTIONS:
Demonstrates the ability to work in accordance with the Savilinx Guiding Principles.
Motivates and encourages agents through positive communication and feedback.
Takes escalated phone calls and is available when an agent needs assistance.
Acts as first line of trouble shooting for all technical issues that may arise with assigned agents. â
Conducts weekly 1:1 meeting with each staff member to celebrate successes discuss
opportunities and listen/receive feedback. Expected to review the past weeks events
including statistics results and industry news.
Monitors each agents performance weekly. Spends 20-30 minutes reviewing performance with each agent using the appropriate formal monitoring form.
Develops and reviews action plans based on QA monitoring and feedback given by the client.
Tracks attendance and daily statistics and provides recognition for agents who are performing well. Follows up with any disciplinary actions for agents who are not performing to company or client standards.
Takes contacts from all channels and keeps system credentials current. Creates effective channels for agent feedback.
Attends and participates in team meetings and required training sessions.
Provides mentoring to other CSRs as needed.
Follows all safety ethics human resources and security policies and procedures.
All other duties as assigned.
Regular and consistent attendance is an essential function of the job.

SUPERVISORY RESPONSIBILITY:
This position does require supervisory responsibility.

EXPECTED WORKDAYS/HOURS:

The Supervisor I must be available and willing to work as directed by the Client and /or SaviLinx based on operational needs and have flexibility to work variable hours although generally the hours will be M-F 8a-5p. However the company reserves the right to change the expected workdays/hours with or without notice.

QUALIFICATIONS:

High School diploma or equivalent required. College level course work preferred.
Preferred 5 years of contact center experience (multi-tasking in an Inbound Call Center Environment)
Required 2 years of experience supervising staff with proven results.
Preferred experience managing a team remotely.
Must have strong analytical communication and computer skills.
Must be organized and pay attention to detail.
Must be flexible and adaptable to business requirements whichâmay change at any time with or without notice.

PHYSICAL DEMANDS:ââ

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Prolonged periods of sitting at a desk and working on a computer.
Must be able tolift upto 15 pounds at times.
Communicating with others to exchange information.â
Repeating motions that may include the wristshandsand/or fingers.â
Assessing the accuracyneatnessand thoroughness of the work assigned.â

OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY
SaviLinx LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER

Required Experience:

Manager

JOB TITLE: Supervisor I (Temporary)DEPARTMENT: Operations REPORTS TO: SupervisorFLSA STATUS: Non-Exempt OUR GUIDING PRINCIPLES: Make every interaction CountAct with Respect and IntegrityDemonstrate Passion for Continuous ImprovementBe Worth of Trust from all Stakeholde...