Call Center Supervisor

-Coaches and directs a professional staff to improve individual and team performance in support of Customer Service Division's program areas
-Conducts interviews and hires professional contact center staff
-Plans, revises and monitors operations and workflows to meet the division and section goals and objectives
-Establishes standards, guidelines and priorities for each employee's performance appraisal
-Maintains fact files of each employee
-Counsels employees regarding discipline issues; makes recommendations to executive staff as applicable
-Creates and submits statistical reports as required
-Develops, revises, and delivers training material to employees on agency administrative rules and procedures
-Provides guidance to contact center staff in resolution of complex and/or unusual problems or questions
-Assists executive staff with development and monitoring of short and long term goals and objectives
-Represents the agency with other departments, institutions, special interest groups and the general public
-Makes budget recommendations regarding overtime and equipment procurements
-Develops action plans to improve contact center operations when customer satisfaction gaps are identified
JOB REQUIREMENTS

• Extensive knowledge of agency and division goals, missions, objectives, structure and function

-Extensive knowledge of State and Federal personnel laws, policies and guidelines
-Extensive knowledge of laws, rules and regulations applicable to various license types
-Extensive knowledge of the procedures for properly preparing the various license application forms
-Ability to coach, mentor, direct and motivate subordinate staff
-Ability to plan, assign and review work of subordinate staff
-Ability to analyze the needs and operations of the section and make appropriate recommendations as needed
-Ability to communicate effectively both orally and in writing
-Ability to remain professional and respond diplomatically when dealing with the public
-Ability to apply and understand ethics and confidentiality laws
-Ability to conduct research, interpret and apply licensing laws to resolve complex issues
DIFFICULTY OF WORK
Incumbent directs, reviews, and evaluates the work of staff in the interpretation, application and selection of licensing laws and agency policies to ensure compliance with state and federal laws and procedures. Extensive judgement is necessary in planning and supervising the section operations. Incumbent applies guidelines to a wide variety of complex situations and must be capable of quick and effective decision making in the resolution of licensing disputes.
RESPONSIBILITY
Incumbent is responsible for accurate interpretation and application of agency policies, directives, procedures and established laws in the provision of licensing information. Incumbent is accountable to the Chief Financial Officer for the quality and accuracy of their performance. Work is reviewed for conformance to standard policies, practices and procedures soundness of judgement and conclusions. Decisions made by the incumbent have a substantial impact on the agency, the State of Indiana and licensees
PERSONAL WORK RELATIONSHIPS
The incumbent works with Call Center staff to ensure completion of work and accomplishment of agency goals and objectives. Incumbent has frequent contact with the public for the purpose of answering procedural and substantive inquires and to resolve complex and difficult licensing issues by interpreting and applying the laws. Incumbent also has contact with other state, federal and local agency employees to explain licensing issues.
PHYSICAL EFFORT

Job Type: Contract

Salary: $15.00 - $20.00 per hour

Schedule:

• 8 hour shift
• Day shift

Ability to commute/relocate:

• Evansville, IN 47708: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Supervising: 3 years (Required)
• B2B sales: 1 year (Required)

Work Location: One location