Call Center Supervisor #35819
Office Call Center
Philadelphia, PA Contract To Hire Feb 2, 2024
Contemporary Staffing Solutions is seeking Call Center Supervisor to join our client in Philadelphia, PA for a hybrid opportunity! The Call Center Supervisor is responsible for overseeing the daily operations of the Customer Service department. The role involves supervising and implementing departmental functions, ensuring adherence to policies and procedures, and optimizing customer support. The Supervisor provides leadership, guidance, and training to the team, contributing to the achievement of departmental goals. This Contract-to-Hire opportunity is offering $32.27 - 35.75/hour!

Responsibilities:
  • Supervise and implement departmental functions, policies, and procedures with internal and external contacts.
  • Evaluate the effectiveness and efficiency of operational areas, reallocating resources as necessary.
  • Create and implement programs to enhance the level of service provided to customers.
  • Communicate, implement, and interpret corporate and departmental policies and procedures.
  • Maintain department standards to ensure optimal customer support.
  • Provide technical expertise related to job unit function.
  • Schedule, train, and organize personnel to accommodate immediate and anticipated workflow volumes.
  • Coordinate departmental functions with internal and external contacts.
  • Compile and prepare required data for report information pertaining to the unit.
  • Ensure that all inquiries and follow-up are handled in a professional, accurate, prompt, and courteous manner.
  • Serve as the next level contact for problems/issues that staff cannot resolve.
  • Ensure that department systems and supports are operational.
  • Perform all other appropriate responsibilities and duties as assigned.

Requirements:
  • Minimum 3 years of supervisory experience.
  • Associate's degree or an additional 2 years of work experience is preferred.
  • Experience in performance management discussions, including corrective action and/or termination.
  • Analytical skills to analyze KPI data and drive coaching & performance discussions with associates.
  • Previous experience in coaching employees on a regular schedule in a supervisory role.
  • Experience managing 15 or more employees.
  • Proficient in approving time and administering company policy for the team.
  • Possess tact, diplomacy, and professionalism to handle internal and external issues effectively.
  • Demonstrated time management skills.
  • Willingness to work any shift between 8 am - 6 pm ET, occasionally covering the 1-9 pm and 3 pm-11 pm shifts when needed.
  • Regularly working the 1-9 pm or 3-11 pm shifts entitles the supervisor to a shift differential when FTE.

Contemporary Staffing Solutions (CSS) has been a leading provider of contract, temporary, temporary-hire & direct hire solutions. We began as a staffing agency and evolved to a national provider of workforce management solutions with a niche recruitment focus in Accounting & Finance, Call Center & Office, Human Resources, Sales & Marketing, & Information Technology. To learn more about CSS, visit our website: www.ContemporaryStaffing.com.