Posted in Other 30+ days ago.
Location: Vienna, Virginia
Cognosante is on a mission to transform our country's healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people's lives today!
Job Description
The Call Center Supervisor is responsible for providingsupervision, leadership and coachinga team of Customer Service Agents, with the goal of meeting program objectives and customer service level agreements.
Key Responsibilities
Work closely with Customer Service Agents, other Supervisors, Operations Managers, and Program Managers within functional the areas of the program supported.
Responsible for supervision, development, and coaching of CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.
Perform tasks to assure service level requirements; RTA, AHT, Adherence goals are met.
Work closely with customer service representatives and other supervisors as well as operation managers and program managers within functional areas of the Project.
Responsible for supervision, development, and coaching of CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.
Act as a Point of Contact for operations when required.
Required Qualifications
Bachelor's degree or equivalent work experience required
Minimum 2 years of customer service and team interaction experience in a leadership role
Candidates that do not meet the required qualifications will not be considered.
Additional Minimum Qualifications
Demonstrated call center leadership experience with a proven track record of driving positive CSR metrics.
Comfortable managing agents working from home and/or inhouse
Demonstrated organizational and analytical skills
Demonstrated time management skills
Strong interpersonal skills
Best Buy
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Best Buy
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Best Buy
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