Contact center supervisor 3798 - united states, dublin

Job description:• remote/onsite: onsite
• work schedule: m-f; must be flexible; 2 – 10:30am-7pm; 1 – 12:30pm-9pm est
• training schedule: 6/6/22 & 6/7/22 11am – 7:30pm est
• pay rate: $25/hr
• interview process: candidate will participate in an interview w/epiq management via teams
• background check: worker must clear background prior to starting (run wells fargo package)
• special notes: schedules will begin on 6/8/22, but supervisors will need to be flexible to on site needs

position summary
this position supervises the daily operations of the contact center. through leadership, training and development and organization of contact center personnel, this position will ensure client requirements are achieved and resources are maximized to the full potential. additionally, this position will coordinate with internal project team members to ensure successful case launch and management priorities are maintained in the contact center.

essential duties and responsibilities

• supervise daily operations of the contact center
• provide supervision, training and development to contact center agents and leads
• assist team members in handling elevated issues/calls through problem solving and knowledge transfer
• perform quality assurance through call monitoring and initiate one on one coaching sessions
• review and approve time card entries, managing attendance
• develop training curriculum for contact center agents and facilitate training classes
• plan workforce needs, in the absence of a work force scheduler


job qualifications and requirements

• bachelor’s degree in communications, social studies, legal field preferred but not required (could be substituted by relevant job experience.
• call center experience required. must understand call center demands and metrics.
• strong communication skills in reading, writing, and speaking english
• must have strong experience the areas of staff development and direction, training, quality control, and document preparation.comments for suppliers:

equal opportunity employer/veterans/disabled



the company will consider qualified applicants with arrest and conviction records

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