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Job Information
Job title

Call Center Supervisor

Company CDI
Wage Not specified
Location United States, Virginia, Chantilly
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 7/22/2008
Description
CDI Government Services has an excellent opportunity in Arlington VA for a seasoned Call Center supervisor/manager.

CDI offers exellent benefits and over 55 years of industry experience.

Visit www.cdicorp.com for more information.


Call Center Supervisor:

Follows the direction of the Project Manager and manages the day to day activities of the call center agents.

Ensures resources are utilized efficiently, in accordance with call center objectives and in ways that consistently promote customer service quality and satisfaction.


Duties:

Quality Assurance, Coaching, and Training.

Monitor and evaluate a minimum of 3 calls per week per Information Specialist. (Will monitor additional calls if any employee needs additional coaching.)

Oversees weekly coaching and feedback for all staff members.
Presents Training Modules to all new hires.

Provide additional customer service exercises to ensure understanding of Deposit Insurance.

Provide timely Call Handling and Informational Bulletins as needed to all Call Center staff.

Ensure that Supervisors are adequately trained in daily operations to produce reports and provide other backup support as needed.

Provide leadership coaching and training for the Supervisors to continuously improve the effectiveness of feedback delivered to the Information Specialists.

Assists the Project Manger in completing schedules and reports.


Required Qualifications:

Bachelor's Degree preferred and/or minimum of two years management experience in a technical or financial service delivery environment.

The VASQ Supervisor MUST be bilingual. (Spanish)
MUST BE A US CITIZEN.

Two years experience managing a small to medium inbound call center.

Working knowledge of call center systems technology including ACD, PBX, IVR, Customer Relationship Management Software
Hands on experience with personal computers, email and Microsoft Office suite.

Excellent interpersonal, oral and written communication skills.
Scheduling and workforce management skills.
Ability to learn FDIC specific content and teach others.
Strong customer service skills.
Knowledge of financial or banking industry a plus.df-tc

Experience/Skills


Other desired skills:
Call Center Supervisor