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Call Center Supervisor - UIH Call Center

Company: The Chicago Lighthouse for the Blind
Location: Chicago
Posted on: November 23, 2021

Job Description:

STATEMENT OF PURPOSE: Provides supervision in all aspects of outbound call center operations. Implements and reviews call center policies and procedures. Supervises, trains, and develops call center agents; resolves conflicts; ensures work product consistently meets established standards; and takes required corrective/developmental action to remedy deficiencies. KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

* Adhere to the Privacy Act as it relates to the confidentiality of information released; * Maintain up-to-date knowledge of Advocate's Employee Wellness Program regulations and policies as they apply; * Maintains high outbound call volumes, daily reporting of any issues, and supervises call center agents; * Monitors random calls to improve quality, minimize errors and track operative performance; * Manages staff performance, identifying training needs and training sessions; * Prepare and manage work schedules for call center agents, monitor attendance, schedule breaks and shifts as necessary; * Act as an information source to call center agents by answering questions, assigning tasks, following up and giving instructions as needed; * Manages and directs functions concerned to Call Center environment and daily activities; * Responsible for following up and resolving customer complaints; * Performs other duties as assigned by Supervisor.

QUALIFICATIONS:

* Associate's degree from an accredited institution in business management or related field preferred; * Two years experience working in a call center; * Two years of Health Care experience preferred; * Ability to effectively work within established contractual turnaround times; * Detail oriented, as well as ability to manage multiple tasks with follow-up skills; * Advanced proficiency with MS Office applications ; * Ability to work well under pressure making sound decisions quickly in a fluid, fast business environment; * Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks; * Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential; * May be subject to other duties as assigned by management.

____________________________________________________________ The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities.

Keywords: The Chicago Lighthouse for the Blind, Chicago , Call Center Supervisor - UIH Call Center, Other , Chicago, Illinois

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