Call Center Supervisor - Jacksonville, FL

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There is no more exciting place in financial services than prepaid cards, and prepaid is what FSV is all about. With a decade of experience, FSV is a leader in delivery of prepaid program management and processing services. We process hundreds of programs and millions of cards each year so, while many companies are downsizing, we are growing and looking for talented professionals to join our team.

Call Center Supervisor Job Description
First level supervisory position requires comprehensive working knowledge of call center concepts, practices, systems and procedures. Serves as a primary contact and support to Customer Service Representatives regarding problem resolution and information gathering for FSV customers and clients.

Responsibilities

• Supervises the daily operations of call center activities performing customer-oriented telephone activities and various background operations duties.
• Determines work schedules to ensure adequate coverage for customer inquiries.
• Actively participates in hiring, developing, and reviewing employees and their performance.
• Develops and monitors work guidance and performance measures to meet goals for delivery of service.
• Monitors quality of service and responses provided through observation and monitoring of calls.
• Assists and advises staff members in resolving problems and issues that arise with internal and external customers.
• Reports to senior management on team accomplishments, achievements and productivity

Required Experience

• 1-2 years supervisory experience in Call Center operations
• 2-5 years call center operations experience
• Experience with Call Center Analytics
• The ability to work nights and weekends
• Prior hiring experience
• Ability to multi-task and meet deadlines
• Ability to communicate effectively both verbally and written
• The hours for this position are 8am - 5pm with rotating weekends.

CONTACT
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