Call Center Assistant Supervisor
Core
Supervise call center operations by monitoring and evaluating Customer Service Representatives' calls to ensure accurate communication of policies, provide coaching and feedback, and enforce conduct rules.
Role type
Assistant Supervisor (Call Center)
Builds
Customer service operations for NYC Department of Environmental Protection
Domain
Municipal Utilities / Public Sector
Deliverable
client delivery
Required skills
Call center supervision, call monitoring and evaluation, performance coaching, disciplinary action enforcement, time and leave monitoring, policy enforcement
Preferred skills
Call center experience, Call center software knowledge (Cisco, Calabrio), UMAX knowledge, Call center metrics and service level monitoring
Responsibilities
Review and evaluate customer service calls, provide feedback to representatives and managers, prepare and review service referrals, enforce Uniform Code of Conduct, monitor subordinate time and leave, disseminate department rules
Seniority
Supervisory, mid-level management
