Position Summary: 

The role of the Call Center Operations Supervisor is to manage the daily Call Center and staff in the Utica, NY Tidal Basin Call Center.  This includes, but not limited to, Call Center Agents, Team Leads, and Call Center support staff as the Tidal Basin Customer Relations Call Center expands. This position will ensure all facets of the Call Center are meeting program objectives, customer expectations, and operating efficiently. 

The Call Center Operations Supervisor will work closely with the Tidal Basin’s Customer Relations Manager and BUL (Business Unit Lead) to establish and implement standardized Call Center best practices that position TBCR to expand as new programs are awarded.  This position is required to work in the Utica, NY Call Center location to maintain a positive on-site management presence for all Call Center staff.

Job Requirements and Responsibilities:

• Responsible for creating, developing, and maintaining a positive customer service-centric culture that fosters motivation, positivity, and respect.
• Responsible for front line management of the day-to-day operations of the TBCR Call Center.   
• Responsible for creating and maintaining Call Center staffing schedules for each active program. 
• Makes recommendations to the TBCR BUL to staff up or down to meet program objectives.
• Participates in the hiring process of Call Center staff.
• Responsible for creating and maintaining a standardized approach to training and education of Call Center staff.
• Coaches and mentors Call Center staff on customer service best practices and Tidal Basin standards and procedures.
• Maintains a healthy working relationship with Human Resources department to handle all Call Center staff needs.
• Facilitates Tidal Basin’s quality listening program in compliance with quality assurance program standards.
• Responsible for creating, maintaining, and managing the updates and delivery of Call Center key performance indicators.
• Evaluates individual performance reviews and overall team effectiveness with TBCR Manager and BUL.
• Creates, maintains, and communicates forecast vs. actual reporting that informs senior leaders as to the performance of the Call Center’s programs and financial objectives.
• Develops a deep understanding of all Tidal Basin Call Center programs and contracts.
• Maintains relationships with IT vendors and internal IT departments to maintain efficient Call Center operations.
• Supports IT projects related to Call Center technology in the capacity of user acceptance testing.
• Responsible for understanding all Call Center technology, software applications, phone/computer systems used by Call Center agents and supporting staff.

• Create Call Center scripts that drive consistency across all agents servicing the same program.
• Partner with vendors to create required reporting to meet Tidal Basin’s program obligations.  
• Ensure that all Call Center agents are kept informed of new working practices, program policies, and technology/information security changes.
• Assist the manager and BUL, when necessary, to provide content or data for the RFP process.

• Perform other duties as assigned

Skills and Competencies:

• Excellent organizational skills and attention to detail.
• Ability to work independently with little supervision.
• Strong interpersonal, analytical, and problem-solving skills.
• Ability to clearly communicate operation and/or staffing concerns to management with clear solution-driven recommendations.
• In-depth understanding in Call Center operations including technologies and data management.
• Demonstrated Project Management experience.
• Ability to manage program budgets, create meaningful projections, and presents them to strategic decision makers.
• Strong verbal and written communication skills.
• Excellent time management skills with a proven ability to meet deadlines.

Required Education and Experience:

• 3+ years in experience working in a Call Center Management role.
• Prior experience translating program policies into clear Call Center scripts.
• Experience building and analyzing Call Center reports and data. 
• Experience liaising between Call Center operations staff and clients to meet goals and objectives.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Rising Phoenix Holdings Corporation is an Equal Employment Opportunity Employer.