Inbound Contact Center Supervisor jobs in Athens, GA
Inbound Contact Center Supervisor supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Supervisor responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Additionally, Inbound Contact Center Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Inbound Contact Center Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be an Inbound Contact Center Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Recently Added Inbound Contact Center Supervisor jobs
Clinical Contact Center Supervisor Evenings 03272023
- Espyr
-
Marietta, GA
FULL_TIME
-
Clinical Contact Center Supervisor 03272023
Full-Time: Remote/Work from home- Schedule: Monday-Friday, assigned 8 hour shift between 12pm-12am EST including possible weekends and holidays to fill in gaps.
- 40 hours/week
- Must be able to commit to a 6-8 week (40 hrs/week) training period, Mon-Fri 8:30-5pm EST
- Credentials: minimum provisionally licensed (LMSW, LAPC, LAMFT…)
- Proof of COVID-19 vaccination is required before employment, except in case of approved exception. This policy applies to remote workers.
- Must be able to pass a Drug Test
- Benefits: Medical, Dental, Sick, Vacation, etc. Clinical supervision may be available for Georgia applicants.
Skills and Abilities:- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. Adapts easily to change and to shifting priorities.
- Knowledge of management principles and familiarity with company products, services, and policies.
- Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail. Efficient and multitasker.
- Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
- Excellent inter-personal communication, relationship building, and consultative skills.
- Excellent organizational, time management, problem resolution, and proactive communication skills (written and verbal).
- Analyzes, evaluates, assimilates, and understands incoming information and uses cognitive skills to determine direction independently.
- Ability to offer telephonic support for clinically appropriate concerns in addition to crisis intervention when needed.
- Responds, answers, or directs information requests on a variety of topics.
- Proactively identifies solutions that enhance team performance and improves member retention and relations.
As a Contact Center Supervisor, the essential Job Duties include, but are not limited to:- Leading the contact center’s Member Care Specialists as they provide support for members. Answering Member Care Specialist’s questions, guiding them through difficult calls or issues, diffusing distressed members, or serve as point of escalation for issues requiring additional expertise, or discernment in order to resolve complex Members’ issues.
- Asking questions to better understand the calls Member Care Specialists are receiving, educating, and coaching the team regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call center goals. Call Center goals may include Service Levels, Abandonment rate, Average Speed of Answer and resolution rate.
- Ensuring staff members are achieving desired service levels by offering individualized coaching, executing recommended solutions and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Additional clinical job duties include but are not limited to:- Respond to calls, texts, chats, and other forms of contact within a timely manner in adherence to company service standards.
- Screening and discerning urgency regarding management requests for organizational services and escalating to the corresponding department.
- Assess for and meet the needs of new EAP or SAP members through clinical interviews using an abridged version of a bio-psycho-social assessment which includes:
- Evaluating the acuity and clinical urgency of members and intervenes in crises, as needed.
- Helping members identify personal, familial, and occupational problems that are currently or potentially impacting functioning, work performance, quality of life, and/or wellbeing.
- Assessing and enhancing member’s readiness for change using motivational counseling principles and techniques.
- Conducting substance abuse assessments to determine appropriate levels of care and ensures timely referrals to medical, detoxification, or other treatment resources as needed.
- Assessing for child and elder abuse or neglect and takes appropriate steps to ensure safety.
- Offering coping skills, problem-solving, and psychoeducation for members looking for immediate counseling support.
- Discerning if the services offered by Espyr are applicable for the member and, if not, appropriately connecting the member to the suitable level of care and resources.
- Engaging in case consultations with peers and supervisors as needed or directed.
- Assisting with coordination of member appointments to ensure timely connection to services in accordance with company standards.
- Conducting follow-up activities with members to ensure timely appointments and follow through on referrals, client stability and wellbeing, problem resolution, occupational functioning, satisfaction, and progress in counseling.
- Handling member escalations from internal and external parties that require additional assessment, crisis intervention, and immediate support.
· Assisting with case audits and corrections to ensure accuracy for client reporting.- Resolves service issues using independent judgment in conjunction with established procedures by determining the cause of the problem; selects and explains the best solution to solve the problem; expedites correction or adjustment; following up to ensure resolution.
· Complying with all clinical and professional protocols, processes, and policies. - 11 Days Ago
Clinical Contact Center Supervisor (Evenings) 03272023
- Espyr
-
Marietta, GA
FULL_TIME
- Clinical Contact Center Supervisor 03272023Full-Time: Remote/Work from home Schedule: Monday-Friday, assigned 8 hour shift between 12pm-12am EST including possible weekends and holidays to fill in gap...
- 11 Days Ago
Clinical Supervisor, Contact Center (Evenings) 03272023
- Espyr
-
Marietta, GA
FULL_TIME
- Clinical Contact Center Supervisor 03272023Full-Time: Remote/Work from home Schedule: Monday-Friday, assigned 8 hour shift between 12pm-12am EST including possible weekends and holidays to fill in gap...
- 11 Days Ago
Contact Center Consultant
- Go Energy Credit Union
-
Dallas, GA
FULL_TIME
- General Summary: Demonstrates a positive outlook and consistently performs within the context of Go Energy Credit Union philosophy, mission and corporate culture. Provides quality service and strives ...
- 1 Day Ago
Contact center representative
- Jackson Hewitt
-
Athens, GA
FULL_TIME
- At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
- 2 Days Ago
Contact Center Agent
- NewPoint Media Group, LLC
-
Lawrenceville, GA
FULL_TIME
- Company DescriptionWe combine print, web, mobile, social, direct mail, and email into fully integrated and customized plans to deliver the highest return on investment to our clients. Our affiliated c...
- 1 Month Ago
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0 Inbound Contact Center Supervisor jobs found in Athens, GA area
Customer Service Specialist
- AdaptHealth LLC
-
Gainesville, GA
- Job Type Full-time Description AdaptHealth Opportunity - Apply Today! At AdaptHealth we offer full-service home medical ...
- 4/27/2024 12:00:00 AM
Post-Doctoral Research Associate
- University of Georgia
-
Athens, GA
- Position Information Classification Title Post-Doctoral Associate AD FLSA Exempt UGA Job Code FTE 1.0 Minimum Qualificat...
- 4/27/2024 12:00:00 AM
Instrumentation Supervisor
- Athens-Clarke County, GA
-
Athens, GA
- Salary: $55,058.00 Annually Location : Athens, GA Job Type: Full Time Job Number: 2024-1912 Department: Public Utilities...
- 4/27/2024 12:00:00 AM
Driver Trainer
- Athens-Clarke County, GA
-
Athens, GA
- Salary: $47,561.00 Annually Location : Athens, GA Job Type: In House Only Job Number: 2024-03025 Department: Solid Waste...
- 4/26/2024 12:00:00 AM
Operations Manager
- Michaels Stores, Inc.
-
Athens, GA
- Store - ATHENS, GA Lead the operational processes to deliver sales and profits while protecting our assets. Provide a we...
- 4/25/2024 12:00:00 AM
Operations Coordinator / Water Reclamation
- Athens-Clarke County, GA
-
Athens, GA
- Salary: See Position Description Location : Athens, GA Job Type: Full Time Job Number: 2023-2015 Department: Public Util...
- 4/24/2024 12:00:00 AM
Specialty Equipment Mechanic / Central Services
- Athens-Clarke County, GA
-
Athens, GA
- Salary: $47,561.00 - $56,656.00 Annually Location : Athens, GA Job Type: Full Time Job Number: 2024-1626 Department: Cen...
- 4/24/2024 12:00:00 AM
Plant Maintenance Mechanic
- Athens-Clarke County, GA
-
Athens, GA
- Salary: $39,129.00 Annually Location : Athens, GA Job Type: Full Time Job Number: 2024-1215 Department: Public Utilities...
- 4/24/2024 12:00:00 AM
About Athens, Georgia
Athens, officially Athens–Clarke County, is a consolidated city–county and college town in the U.S. state of Georgia. Athens lies about 70 mi (113 km) northeast of downtown Atlanta, a Global City and the cultural and economic center of the Atlanta metropolitan area, being in the top ten of the largest metropolitan areas in the nation. It is a component of the larger Atlanta–Athens–Clarke County–Sandy Springs Combined Statistical Area, a trading area. The University of Georgia, the state's flagship public university and a R1 research institution, is in the city and contributed to its initial gr...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Supervisor jobs
$52,827 to $73,002
Athens, Georgia area prices
were up 1.4% from a year ago
were up 1.4% from a year ago
What does an Inbound Contact Center Supervisor do?
Inbound Contact Center Supervisor in Utica, NY
All employees are part of one team and all supervisors are supes of that team.
January 17, 2020