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
The Supervisor is responsible for the day-to-day activity and workflow of a Customer Service Team within a complex call center environment. The supervisor is responsible for ensuring that every call is handled in an appropriate and timely matter, from start to resolution. Proactively seeks ways to improve the internal processes, and makes recommendations. Regularly assesses the quantity and quality of work produced by personnel on the team, providing necessary input to ensure maximum quality and production levels for problem resolution. Assists the Call Center Manager in establishing workflows; provides training as necessary to maintain consistency and adherence to established policies and procedures. Completes performance reviews for the team. Serves as a technical resource to the Customer Care Representatives including discussions regarding call handle times, account documentation, scheduling adherence and occurrences. Resolves concerns of both internal and external customers.

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 an external customers.
• Reports to senior management on team accomplishments, achievements and productivity.

Required Experience

• 2-4 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

CONTACT
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