Contact Center WFM Supervisor
Guardian Protection Products

Hickory, North Carolina

This job has expired.


JOB DESCRIPTION

GENERAL SUMMARY

The Contact Center WFM Supervisor is responsible for the oversight and management of the Contact Center's inbound call queue, administration of the WFM platform, and agents schedule adherence. Position will directly support Data Entry Agents, Adjudication Agents, and Resolutions Agents as well as Team Leads and Supervisors in maintaining optimal call and inventory coverage and scheduling. This is accomplished by ensuring that agents are adhering to provided schedule at all times, and appropriately communicating any and all schedule deviations. Position is responsible for administration of the WFM platform and communication current staffing needs to Contact Center Director of Customer Experience and HR personnel. Position will consistently and frequently provide feedback and guidance to agents; team leads and supervisors regarding schedule deviations. This position will ensure optimal performance of the WFM platform at all times.

PRINCIPLE DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. This job description is intended to describe the general nature and level of work to be performed by the individual assigned to the position. Job results and criteria are intended to describe those functions that are essential to the performance of this job other duties may be assigned.

  • Maintain consistent availability to support the Claims Entry, Adjudication, Resolutions teams, Team Leads and Supervisors with schedule and queue updates and statuses.
  • Monitor call queue and agent schedules on a consistent basis and address any deviations appropriately as needed.
  • Ensure team is correctly adhering to provided shift schedules.
  • Ensure adequate coverage for both phone and inventory needs are maintained.
  • Provide feedback and coaching to team members to ensure their individual and teams success.
  • Must be able to work hours as required to include 2nd shift hours and weekends if so directed.
  • Establish, monitor, review, and distribute reports of call center activity - use appropriate reporting to guide action planning for performance management and improvement.
  • Proactively communication staffing needs with Contact Center Director of Customer Experience and HR personnel.
  • Maintain a consistent flow of communication to all contact center counter parts to ensure identified opportunities are being addressed.
  • Oversee projects as directed by the Contact Center Director of Customer Experience.
  • Take full accountability the overall quality of the Contact Center.
KEY PERFORMANCE INDICATORS (KPI's)

In order to meet the requirements and expectations of this position as well as the overall corporate goals/targets, the following metrics (quantitative and qualitative/observable) will be monitored and reviewed on an ongoing basis.
  • Average Handle Time (AHT) - the average of the call center agents' handle time as provided by the center's telephony provider.
  • Average Speed of Answer (ASA) - the average amount of time inbound calls are answered provided by the center's telephony provider.
  • Adherence (ADH) - the percentage of time call center agents are adhering to the daily schedule provided by the work force management system against total number of hours worked.
  • Service Level (SLA) - the percentage of inbound calls answered within the specified timeframe.
  • Staffing/Attrition Management - maintaining staffing levels as required to meet the demands of the contact center as well as the labor budget plan. This measure will be reviewed via the percentage of open positions in the contact center, as well as the overall attrition rate.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience and Education Required
  • Minimum two-year Associates Degree or equivalent work experience
  • Prior contact center experience required
  • Prior experience in supervision of others required
  • Career Readiness Certification (CRC) preferred
  • Working knowledge of Microsoft Office Suite: Office, Excel, Word, PowerPoint, OneNote
Specific Knowledge, Skills, and Abilities Required
  • Ability to manage difficult, escalated calls, claims and emotional customer situations with calm professionalism
  • Respond promptly to customer needs
  • Respond to requests for service and assistance
  • Strong conflict resolution skills
  • Ability to maintain confidentiality of personal and related topics
  • Strong technical skills
  • Outstanding Customer Service skills
  • Professional oral/phone skills to include speaking clearly and persuasively in a positive professional tone during negative or difficult situations
  • Ability to work with direct manager and other managers/business leaders to ensure cost containment
  • Ability to motivate others and establish a positive professional team environment
  • Ability to adhere to established policies and procedures and lead by example
  • Completes tasks/projects correctly, completely and on time
  • Requires the skills and abilities to professionally react well under pressure
  • Follow through on commitments
  • Ability to communicate in written forms clearly and concisely
  • Requires strong sense of accountability
  • Strong prioritization and time management skills
  • Effective communication always including, but not limited to communication with peers, employees, customers, technicians, retailers and distributors
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

No extraordinary physical demands will be required. The individual will be sitting at a desk for extended periods of time. The individual may do some walking through facility and occasionally light lifting (up to approximately 20 pounds). The individual is required to stand, reach, write, talk, see and hear.

WORK ENVIRONMENT

Professional Contact Center/Office environment


This job has expired.

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