Call Center Supervisor

$56,618 - $63,500/Yr

Sarasota County Government

Full-time - Mid Level

About the position

The Call Center Supervisor is responsible for leading and developing a team of call center representatives within the Sarasota County Government. This role involves providing real-time support, managing escalated customer issues, and ensuring the team meets performance standards. The supervisor will also be tasked with coaching, training, and monitoring the team's performance to enhance customer service and operational efficiency.

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.
• Ensure team member timesheets are reviewed and updated accurately.
• Apply effective leadership skills to motivate CSR's.
• Stay informed of changes 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.
• Partner with departmental liaisons to enhance job knowledge and career growth for CSRs.
• Contribute to the development of agent and Contact Center scorecards.
• Maintain Call Center staff and event calendar.

Requirements

• Minimum of High School Diploma and four (4) years related experience.
• A minimum of one-year supervisory experience is required.
• Valid state driver's license is required.
• Associate's degree may be required with two (2) years of experience.
• A Bachelor's Degree from an accredited college or university preferred.
• Previous leadership and contact center experience preferred.

Nice-to-haves

• Experience in time management.
• Experience in coaching and development of team members.

Benefits

• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid holidays
• Short-Term and Long-Term Disability
• Flexible Spending Accounts
• Employee Assistance Program (EAP)
• Florida Retirement System (FRS)
• Wellness program with free gyms
• 11 paid holidays
• 3 personal days
• 16 paid vacation days in the first year