· Maintains staff by helping with recruiting, selecting, orienting and training employees
· Maintains safe and healthy work environment by enforcing organization standards, adhering to Human Resources policies
· Manage a team of call center agents
· Manage the work procedures, prepares work schedules and workflows
· Manage by walking around and being visible to answer questions
· Take calls that the agents can’t handle and be available when an agent appears to need assistance
· Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc
· Motivate and encourage agents through positive communication and feedback
· Monitors client calls to observe employee demeanor, technical accuracy and conformity to policies
· Help create knowledge documents and provide assistance to the development of on line help for PEAK
· Create and maintain the metrics for the call center and ticketing system
· Minimum of 3 years of Supervisor Experience of a call center
· Minimum of 3 years of time management
· Minimum of 3 years of customer service focus
· Have good phone skills, listening, verbal communication
· Experience using IVR/ACD (Five9, Cisco, etc)
· Experience in using a customer relation database such as Salesforce
· Understanding of a government environment and data governance
· Proficiency in Spanish is highly desired
All your information will be kept confidential according to EEO guidelines.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
vTech can help you avoid the daunting task of writing and posting job offers, shifting through resumes and laboring through the lengthy interview process. Our Staffing solutions will allow you to elude those tasks and place topnotch, high-caliber professionals in the position you need to fill. We use our expertise, knowledge, and global resources to deliver top-quality candidates and tailor our IT and Non-IT recruitment services to your needs. This allows us to deliver the required results in a timely manner that meets your schedule at a substantially reduced cost. We pride ourselves for having one of the fastest growth rate and also the lowest turnover rates in the industry just 2.5 percent annually . We focus on the training and retaining qualified professionals with high personal and work ethics. With the help of our extensive database of internal candidates and CATS applicants tracking system, we can provide quality resources within the limited time frame. We have also successfully placed hundreds of candidates in the areas related to Information Technology, Engineering, professional, Scientific & Clinical, etc. for both our commercial and government clients. Source: A recruiter sources candidates from various sources; the search starts from our proprietary database. Using advanced sourcing methods like social media, professional networking media, internal, and 3rd party job boards, we identify qualified candidates. Validate: A recruiter validates the candidates’ experience and skill sets against our client’s position. Initial Screening: Based on the position and the client’s work culture, the recruiter uses initial screening questions to determine the most suitable candidates. Submit: the recruiter will submit to the technical team qualified candidates who have passed the initial screening. Technical Screening: The technical team then prepares a matrix of the particular requirements and required experience for the position and using a list of questions and the results, re-validates the candidates’ technical skills. Background Check: Administrative personnel will provide a detailed background check, as required, per client agreement. On board: On successfully completing the above steps, the candidates are welcomed on board and assisted to ensure a smooth integration at the client’s location.