Job Information
The Chicago Lighthouse Contact Center Supervisor in Chicago, Illinois
Contact Center Supervisor
Job Details
Job Location
Chicago, IL
Remote Type
Hybrid
Position Type
Full Time
Education Level
2 Year Degree
Salary Range
$45,000.00 - $45,000.00 Salary/year
Travel Percentage
None
Job Shift
Day
Job Category
Management
Job Description
STATEMENT OF PURPOSE: The Contact Center Supervisor is responsible for direct oversight of a team of contact center agents in a world class, high performance contact center environment centered that focuses on customer satisfaction and retention, providing exceptional quality and value, and financial health of the organization.
Supervisors will provide ongoing monitoring of call handling and engage in regular feedback to agents about opportunities for improved customer service. This position oversees day-to-day contact center operations, including but not limited to training and developing staff, ensuring workflows are followed consistently and meet established standards, provide corrective action when necessary and as well as implement policies and procedures.
KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
Adhere to the Privacy Act and HIPAA as it relates to the confidentiality of information released
Maintain up-to-date knowledge of Near North Health's regulations and policies as they apply
Train, develop or identify representatives' training and resource needs
Consistently monitor the quality and quantity of work performed by the department and the individuals within the lead's team;
Use specialized knowledge of guidelines and regulations to provide guidance and advice to agents and customers
Ensure department and related organization activities are in compliance with policies
Plan, develop and administer departmental procedures, policies and standards, ensure organization policies and procedures are communicated and practiced
Assists with developing appropriate measures or standards for performance and uses these to monitor, evaluate and continuously improve department service and work performance
Participate in interviews to identify quality candidates
Maintains high outbound call volumes, daily reporting of any issues, and supervises contact center agents;
Manages staff performance, identifying training needs and training sessions
Prepare and manage work schedules for contact center agents, monitor attendance, schedule breaks and shifts as necessary
Responsible for following up and resolving customer complaints
Direct oversight of contact center agents and their responsibilities includes but is not limited to:
Randomly listen in on calls
Establish communication with agent
Resource for questions, issues, or concerns
Inform manager of performance issues or needs
Assist with agent training
Assist with assistive technology needs and issues
Initial performance review of agents and applicable documentation
Research inquiries and correct mistakes
Approve time off requests and payroll
Provide disciplinary action as needed
Any other duties deemed necessary by manager
Performs other duties as assigned by manager.
CORE COMPETENCIES:
Customer Focus– strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.
Managing Vision & Purpose– leads effectively by translating the organization's vision, mission and strategic objectives into challenging but attainable goals.
Managing Team Members– fosters the development of a common vision for performance; provides clear direction and priorities; clarifies roles and responsibilities.
Developing Team Members– demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.
Team Work– builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives.
Integrity & Trust– acts in accordance with the highest standards of ethical conduct and behavior.
Problem Solving– employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.
Safety– demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture.
Work Environment– This position operates in a professional and high paced contact center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.
QUALIFICATIONS:
Associate's degree from an accredited institution in business management or related field preferred
Two years’ experience working in a contact 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.
Employee Benefits
BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:
10 days paid vacation
12 paid holidays
6 sick days accrued over the year
Insurance Eligibility the 1st of the month after 30 days of employment
Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered
Short/long term disability
Life insurance 2x salary
Employee recognition events
Company matched 401(k) plan
Reasonably priced delicious food options on site (except at Glenview location)
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 for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.