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Bilingual CDC Call Center Supervisor - Remote

Madison, Wisconsin
Job Type
1 Apr 2021

The Call Center Supervisor (Bilingual) is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

Essential Duties and Responsibilities:

- Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
- Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources
- Develop work schedules and assign duties to direct report personnel to ensure efficiency
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
- Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis
- Participate in meetings and recommend changes to policies and procedures
- Assume leadership responsibility for departmental tasks and contact center activities as required
- Support and enforce contact center expectations
- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
- Assist direct reports with escalated issues or cases as needed
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  • Job Reference: 256863352-2
  • Date Posted: 1 April 2021
  • Recruiter: Maximus
  • Location: Madison, Wisconsin
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent