Supervisor Ii
Greenville, South Carolina Area
The Supervisor serves as a knowledge resource and is responsible for leading a team of contact center service associates in the consistent delivery of the high quality products promised by Level One. The Supervisor is responsible for managing their team to achieve departmental SLA’s (service level agreements) and has accountability for overall customer satisfaction. Responsibilities Include:Managing a team of 10-22 employees. Handling payroll, policy enforcement, quality feedback, as well as professional and personal development of subordinates-Oversight of the maintenance/service call center operations, execute quality control measures, perform client-related technical support, and assist the Director of Operations with staffing and other initiatives for clients and upper management.-Perform mentoring and coaching functions for training purposes. This includes monitoring all team members each month for Quality and Training purposes. This includes providing feedback in the form of shops on various types of calls. The Supervisor is responsible for providing guidance and performing prescribed disciplinary action as necessary based on performance.-Tracking their team’s payroll and bonus to ensure all receive proper due compensation in addition to team attendance as well as individual break schedule adherence. The Supervisor is responsible to provide guidance and perform prescribed disciplinary action as necessary based on the performance, attendance, or adherence.-Approving overtime, early leaves, and extra breaks as the staffing and volume warrant and to strike a balance between reducing labor cost and increasing morale while ensuring proper staffing.-Providing regular updates on Service Level and Call Volume to the Control Desk and Director and VP of Operations.
