Supervisor I (Long Term Temporary Remote)

JOB TITLE:                  Supervisor I  (Long Term Temporary Remote)

DEPARTMENT:           Operations    

REPORTS TO:              Manager

FLSA STATUS:             Non-Exempt                                      

OUR GUIDING PRINCIPLES:  

Make every interaction Count 

Act with Respect and Integrity 

Demonstrate Passion for Continuous Improvement 

Be Worthy of Trust from all Stakeholders 

OVERVIEW:

The Supervisor I will be responsible for managing agents on a SaviLinx contract and will be required to provide superior customer service in a contact/call center/help desk environment for a specific contract in support of a client with high demands for privacy, confidentiality, precision, and customer service skills. This position requires someone with technical ability who is process driven. As well, the ability to supervise remotely is necessary.

OUR GUIDING PRINCIPLES:

Make every interaction Count

Act with Respect and Integrity

Demonstrate Passion for Continuous Improvement

Be Worthy of Trust from all Stakeholders

ESSENTIAL FUNCTIONS:

Demonstrates the ability to work in accordance with the Savilinx Guiding Principles.

Motivates and encourages agents through positive communication and feedback.
Takes escalated phone calls and is available when an agent needs assistance.
Acts as first line of trouble shooting for all technical issues that may arise with assigned agents.  
Conducts weekly 1:1 meeting with each staff member to celebrate successes, discuss opportunities and listen/receive feedback. Expected to review the past week’s events including statistics, results, and industry news.
Monitors each agent’s performance weekly. Spends 20-30 minutes reviewing the performance with each agent, using the appropriate formal monitoring form.
Develops action plans based on QA monitoring and feedback given by the client. Follows up and reviews with agents on at least a weekly basis.
Tracks attendance, daily statistics, provides recognition for agents who are performing well. Follows up with any disciplinary actions for agents who are not performing to company or client standards.
Takes contacts from all channels and keeps system credentials current. Creates effective channels for agent feedback.
Attends and participates in team meetings and required training sessions.
Provides mentoring to other CSRs as needed.
Follows all safety, ethics, human resources and security policies and procedures.
All other duties as assigned.

SUPERVISORY RESPONSIBILITY:

This position does require supervisory responsibility.

EXPECTED WORKDAYS/HOURS:

Monday-Friday 8am-5pm EST

QUALIFICATIONS:

• High School diploma or equivalent required. College level course work preferred.
• Preferred 5 years of contact center experience (multi-tasking in an Inbound Call Center Environment)
• Required 2 years of experience supervising staff with proven results.
• Preferred experience managing a team remotely.
• Must have strong analytical, communication, and computer skills.
• Must be organized and pay attention to detail.
• Must be flexible and adaptable to business requirements which may change at any time with or without notice.

OTHER DUTIES:

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY:
SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER