Supervisor, Contact Center

This position supervises the daily operations of the contact center. Through leadership, training and development and organization of contact center personnel, this position will ensure client requirements are achieved and resources are maximized to the full potential. Additionally, this position will coordinate with internal project team members to ensure successful case launch and management priorities are maintained in the contact center.
Job Responsibilities
Provide supervision, training and development to contact center agents and leads.
Develop training curriculum for contact center agents and facilitate training classes as needed.
Monitor/review phone agent performance (call quality scores, agent statistics, time entries, attendance, escalations, etc.).
Ensure the team is adhering to the company's/clients policies and procedures.
Workforce Management: Ensure the team is adhering to their schedule and that they are utilized appropriately.
Ensure time entries for your entire team are accurate.
Act as a liaison between the phone agents, management, and client services.Ensure all parties are informed appropriately.
Update scripting/procedure changes in our knowledge base as needed.
Interview potential candidates as needed.
Walk the floor, field questions, perform side by sides, and generally be available to your team.

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