Special Services Supervisor - WI

LOCATION:ON-SITE IN MADISON, WI 

POSITION CONTINGENT UPON AWARD OF CONTRACT

SUMMARY:  Coordinate department activities and special projects.  Supervise staff in accordance with company policies and procedures.

 ESSENTIAL FUNCTIONS:

• Coordinate department activities and special projects to ensure quality and meet timetables.
• Evaluate department processes. Recommend and coordinate needed changes based on process analysis.
• Direct staff in the development, analysis, and preparation of reports.
• Supervise staff in accordance with company policies and procedures.
• Assist staff to resolve complex or out-of-policy operation problems.
• Conduct quality assurance calls with facilities to determine the level of service and make adjustments as necessary
• Attend meetings with facilities as necessary
• Conduct interviews, hire new staff, and provide employee orientation.
• Coach and provide career development advice to staff.
• Establish employee goals and conduct employee performance reviews.
• Responsible for staff scheduling to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations.
• Schedule and conduct staff meetings.
• Responsible to meet department productivity and quality goals.
• Communicate with other Supervisors and Managers.
• Serve on committees and teams as a department representative.
• Complete human resource paperwork.
• Other duties as assigned.

QUALIFICATIONS REQUIRED:

• Two or more years of Customer Service experience in a Call Center
• Basic reading, writing, and arithmetic skills required
• Demonstrated excellent interpersonal communication skills
• Knowledge of creative educational and training techniques
• Strong leadership skills
• Strong computer skills.  Proficiency and speed working in all Microsoft Office products
• Demonstrated ability to assess individual and departmental needs and execute effective strategies to address those needs
• Strong organizational skills, including time management and documentation
• Knowledge of telephone call center systems

MINIMUM REQUIRED EDUCATION:

• High school diploma or equivalent.