Sr Supervisor WIC

Overview

Date Posted:
1/12/2021
Requisition Number:
11934
City:
Austin
State:
TX
Category:
Call Center
Pay Rate:
-

Description

 

The Senior Supervisor position provides a consultative role for the overall profitability, growth and client satisfaction of the account along with other duties as assigned by the Program Manager and Call Center Manager.  This is accomplished by assisting with the daily operations of the Call Center. Provides frequent and comprehensive feedback about CSR and Supervisor performance to the Program Manager and Call Center Manager.  Ensures performance metrics are continuously met. Ensure outstanding customer service is provided at all times.  Position will report directly to the Call Center Manager.

 

PRINCIPLE DUTIES AND RESPONSIBILITIES

  • Demonstrates the basic principles of leadership, management skills, and administrative skills
  • Develops recommendations for new procedures for the WIC service center
  • Monitor performance reports to ensure CSR’s are meeting or exceeding KPI’s
  • Develop and coach supervisor staff to meet and exceed contractual service levels
  • Monitor staffing levels, attrition, and operational needs to coordinate recruiting efforts
  • Monitors applicant pools and new hire classes to ensure sufficient qualified applicants are hired and meet project criteria
  • Analyze Crystal Reports and Staffing data to identify CSR trends and performance improvement opportunities
  • Participate in calibration sessions with the Quality Assurance Team to maintain outstanding customer service
  • Review operational processes and procedures and recommend opportunities to maximize efficiency

 

Minimum Requirements

 

Minimum qualification:

  • Minimum 2 year Supervisor experience
  • Strong attention to detail
  • 25% Travel availability (including weekends and overnight stay)
  • Availability to work nights, weekends, holidays, etc.
  • Working at the point-of-sale counter to process transactions
  • 1 Year customer facing experience
  • 6 month cash handling experience
  • 6 months reconciliation experience
  • Process sales transactions
  • Calculate and return change when required by the payment method
  • Maintain adequate change denominations in the cash drawer and request additional change
  • Answer customer questions about products or services
  • Reconcile cash drawers and sales receipts
  • Report issues with equipment