IMMEDIATE career opportunity for a customer service expert to manage a department of a major call center facility in Hunt Valley. The Call Center Supervisor is responsible for the day-to-day operations of the department.

Responsibilities:

• Trains, develops, and motivates the staff in strategies and techniques, the use of the production system, applicable laws and regulations, and company policies and procedures.
• Assists in setting individual and group service goals in accordance with company profit objectives.
• Using various reports and statistics regularly monitors and evaluates individual and group performance toward the achievement of quotas and goals; takes remedial action as necessary.
• Analyzes and resolves work problems or assists workers in solving work problems.
• Handles unresolved consumer complaints.
• Assists management with recommended personnel actions such as hiring, promotions, transfers, merit increases, performance appraisal, and disciplinary action.
• Completes account reviews daily.
• Monitors customer service representative calls daily and makes necessary adjustments based on volumes and staff productivity.
• Spends 25% to 50% of their time taking calls as a customer service representative. 
• Acts as a backup to customer service representatives when positions are vacant, or volumes dictate.
• May interact by phone, written communication, or in-person with clients.

• High school diploma or GED equivalent.
• College studies or degree is a plus.
• Two or more year’s progressive experience in receivables management and/or customer service required.
• Experience as a team lead or 2-3 years of Supervisor experience.