Call Center Supervisor - Client Services

Closing Date: December 31, 2010

Company:	bswift Chicago, IL
Job Location:	Chicago, IL (Cook County)
Employment Type:	Full Time
Department:	Client Services

Description:

Implement new clients onto the call center software
Indirectly manage a team of Analysts and coordinate staffing/scheduling of Analysts on phone coverage. Must be able to anticipate staffing needs of the call center; taking into consideration previous call volume, weather, and holidays
Recruit and interview hires and oversee coordination of new hire account-specific training
Coach and mentor other Analysts taking calls
Act as the point person for decisions, resolutions and assistance related to call center services
Take inbound phone calls when volume dictates the need
Assistance with building, maintaining and testing client enrollment sites as well as client account responsibilities depending upon experience
Support quality initiatives, recommend process improvement, monitor daily call center stats and ensure we will meet the monthly business metrics/rules based upon client service level agreements
Produce monthly call center statistic reports

Qualifications:

2-3 years work experience as a supervisor in a customer service/call center environment
Proficiency in Contactual or similar call center software/products
Strong team building skills
Self starter with initiative
Ability to see projects through to completion
Intermediate knowledge of Word and Excel
Demonstrated analytical problem solving and multi-tasking abilities
Strong attention to detail, accuracy
Excellent written, verbal, and interpersonal communication skills
Willingness to perform a wide variety of tasks and projects
Quick/thorough follow through on questions or issues
A confident, positive attitude

Education:
BA or BS required

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