Supervisor, Contact Center (Hybrid)

The Supervisor, Program Management is responsible for the day to day operations for a team of employees including hiring, planning and directing workflow, scheduling as per program needs, performance management and team development. The Supervisor guarantees compliance with key performance indicators and contractual obligations ensuring high levels of customer and client satisfaction. Additionally, the Supervisor works with leadership to develop policies and procedures, along with recognizing and recommending operational improvements.ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our people leaders are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:Setting clear direction, effective plans and measurable outcomesEnsuring work is accomplished effectively by managing employee performance, work processes and other resourcesEngaging employees to maximize their discretionary effortDeveloping a pipeline of excellent talent to fill future business needsAll other duties as assigned.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.PEOPLE LEADERPeople leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.  In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:Supervise a team, promote a team environment and ensure that high quality standards are met in accordance with organization’s policies and procedures and applicable lawsOversee resolution of employee issues, evaluate, and coach performanceMonitor key performance indicators to ensure compliance with client contract and customer satisfaction.EXPECTIONS OF THE JOB: Eligible for a hybrid work schedule (2 days/week remote) after first 90 daysManage day to day operations of the teamEnsure Onboarding and training team members on all departmental policies and proceduresIdentify and execute cross training opportunitiesSchedule staff in accordance with program business needs and available site toolsCoach and develop direct reports which would include team huddles, and 1:1Serve as a point of escalation for any customer complaints that require higher level of expertiseInterface with clients regarding operational performance as per program set up/needsContinually evaluate the efficiency, productivity and accuracy of the team and make improvements to attain high levels of achievement in each areaPromote and implement effective teamwork within all levels and areas of the organizationAdapt to a fast paced, dynamic environment, maintain confidential information, make independent decisions and meet deadlinesAct as a backup for the teamThe above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.An individual in this position must be able to successfully perform the expectations listed above.