On-Site 2nd Shift Supervisor - Call Center

Company: Hidden Eyes LLC dba Envera Systems
Location: Sarasota
Posted on: November 18, 2023

Job Description:

This position is responsible for managing and optimizing the performance of Customer Care agents to meet all quality and service level agreements requirements determined by the business. Manages a team of 10 - 20 Agents. Acting on-site manager for all escalations and decision making on floor periodically during a shift a week.* Must be able to work 2nd shift: 3pm-12amResponsibilities:Management:Manage the incoming transaction and system queues to ensure the department is performing within set Service Level AgreementsManage the agents to ensure at least the required minimum number of agents are actively processing per intervalManage the performance of all agents on team, including, mentoring, coaching, and conducting annual performance evaluations.Ensure the completion of quality reviews on the gate checks and quality control logComplete transaction quality reviews on assigned agentsVerify team member's payroll entriesPrimary point of contact for customer escalationsEnsure all agents are working as scheduledEnsure the completion of the daily process of call-ins and recruit replacement guardsMaintain clean work environmentAdhere to all company policies and proceduresAny other responsibilities assigned by managementAdministration:Maintain productivity reports ( service levels as well as productivity)Ensure the completion of all incident reports

Keywords: Hidden Eyes LLC dba Envera Systems, Sarasota , On-Site 2nd Shift Supervisor - Call Center, Professions , Sarasota, Florida