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Call Center Supervisor
Sarasota County Government - Sarasota, FL
posted 2 months ago
About the position
The Call Center Supervisor at Sarasota County Government is responsible for leading a team of call center representatives, providing coaching and development to ensure high performance and customer satisfaction. This role involves real-time support, handling escalated customer issues, monitoring call quality, and delivering training to both new and existing employees. The supervisor will also engage in administrative tasks and collaborate with management to enhance team performance and customer experience.
Responsibilities
- Provide real-time support for Customer Service Representatives (CSR's).
- Manage escalated customer issues with team members.
- Monitor and score calls for quality assurance.
- Provide formal and informal coaching to support the success of the team.
- Monitor individual and team performance to ensure standards are met or exceeded.
- Address personnel opportunities including performance reviews and coaching in coordination with the 311 Contact Center Manager.
- Ensure team member timesheets are reviewed and accurately updated.
- Apply effective leadership skills to motivate CSR's.
- Stay informed of changes or events within the organization that affect team members and customer experience.
- Support CSR's during emergency activations at the Emergency Operations Center (EOC).
- Coordinate information between Call Center, Situation Room, and Joint Information Center (JIC) during EOC activations.
- Utilize rewards and recognition programs to incentivize positive performance.
- Manage assessments of fraud awareness and oversee audits.
- Provide feedback for contact center environment improvements.
- Create opportunities for CSRs to tour other facilities to increase job knowledge.
- Contribute to the development of agent and Contact Center scorecards.
Requirements
- Minimum of High School Diploma and four (4) years related experience.
- A minimum of one-year supervisory experience is required.
- Associate's degree may be required with two (2) years of experience.
- Valid state driver's license.
- A Bachelor's Degree from an accredited college or university preferred.
- Previous leadership and contact center experience preferred.
Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- Flexible Spending Accounts
- Employee Assistance Program (EAP)
- Florida Retirement System (FRS)
- Wellness program with free gym access
- 11 paid holidays
- 3 personal days
- 16 paid vacation days in the first year
