Aerotek Call Center Supervisor in Hampton, Virginia
Aerotek is currently hiring for Call Center Supervisors in Hampton, VA!
EDUCATION/EXPERIENCE: Bachelor's degree from an accredited college or university, or one-to-three years of supervisory experience; knowledge of mail room, data entry and imaging functions; ability to interact courteously and effectively to a variety of people; cultural competency; excellent organizational, interpersonal, written, and verbal communication skills; ability to perform comfortably in a fast-paced, deadline oriented work environment; ability to successfully execute many complex tasks simultaneously; and ability to work as a team member, as well as independently.
Supervises assigned team/unit's daily operations and related activities. Ensures team/unit contributes to the state and company contractual service level standards.
Effectively schedules team/unit to ensure appropriate coverage and their production meets or exceeds quality standards, especially during peak call volumes, break and lunch times.
Effectively monitors, evaluates and distributes daily workload for assigned team/unit, uses the ACD Symposium system, queue displays and other tools, to ensure production standards are being met for inbound and outbound call handling, as well as other work activities assigned.
Responsible for Quality Assurance Monitoring of team/unit's using Symposium and iDVR systems, following established guidelines, focusing on problem areas, coaching and completing required reporting.
Effectively supervises the completion of specially assigned tasks.
Understands the Call Center's goals, as well as those for assigned team/unit; supervises to achieve goals in a timely manner by prioritizing work and using resources effectively.
Trains, coaches, counsels, and mentors enrollment counselors so they can efficiently and effectively perform their jobs and educate customers about all programs and health plans. Conducts regular team/unit meetings.
Develops at least one fully trained enrollment counselors to serve as a backup to the Supervisor to ensure continuity of team/unit operations.
Makes recommendations for revisions to existing procedures or for new procedures.
Adheres to company policy and procedures (attendance/conduct/dress code, etc.)
Assists others and serves as an escalation point for resolution of issues within team/unit.
Performs any and all other duties as may be assigned by management.
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.
Aerotek is acting as an Employment Agency in relation to this vacancy.
Location: Hampton, Virginia
Posting ID: 6277652-1726
Pay Rate: Up to US$17.00 per hour
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information or any other characteristic protected by law.