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Boca Raton, FL - Inside Operations Supervisor
Closing Date: September 14, 2010
| Company: | TMS Health
Boca Raton, FL |
| Job Location: |
Boca Raton, FL (Palm Beach County) |
| Employment Type: | Full Time |
| Department: | Operations |
| Benefits: | Excellent Benefits Package |
Description: | POSITION TITLE: Operations Supervisor
DEPARTMENT: Operations
REPORTS TO: Senior Operations Manager
CLASSIFICATION: Exempt
General Job Objectives:
Responsible for assisting in the overall management of the representatives and the management of specific programs to ensure that internal client goals and objectives are met.
MAJOR DUTIES & RESPONSIBILITIES:
Project Management:
An understanding of terminology used in reports and documentation and internal TMS reports
Accountable to meet productivity goals for assigned programs
Managing campaigns for optimal performance
Ensure that program goals and commissions are proactively communicated for each campaign
Post daily results for each campaign and coach agents to performance goals
Responsible for the daily maintenance of the campaign including recalls, duplicate dispositions, skips, missing calls, etc
Working with Senior Operation Managers and Program Managers to ensure success of programs.
Assisting with disciplinary issues
Handling representatives questions and concerns
Responsible for walking the call floor and create a presence on the floor
Making sure that all TMS policies and procedures are adhered to
Submit all training request for new programs
Quality and Assurance & Training:
Responsible for the training of TMS Representatives
Ensuring that high call quality is maintained, monitoring and coaching
Monitoring daily productivity reports
Promote high level of motivation and morale
Coach and develop
Conduct internal monitoring sessions
Communicate effectively and in a positive manner
Set and meet realistic deadlines
Recognize problems and propose solutions
Promote high levels of motivation and morale
Follow escalation policy
REPORTING:
Understanding of appropriate systems
Ensure that daily/weekly statistical project reports are updated, accurate and delivered on time
Monitoring daily productivity reports
ADMINISTRATIVE:
Managing any payroll issues for Representatives
Adhere to company policies
Act as liaison to IT help desk and facilities department as needed
Other duties as assigned based on departmental requirements
QUALIFICATIONS:
Excellent communication skills including verbal, written and listening skills
Proactive highly motivated
Computer literacy Excel and Word
Good interpersonal, analytical and time management skills
Successfully performed as Supervisor for a minimum of 3 months
Ability to work independently
MUST HAVE A MINIMUM OF ONE YEAR SUPERVISORY EXPERIENCE IN A CALL CENTER
EDUCATION:
Bachelors degree or equivalent work experience
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