Contact Center Supervisor

JOB SUMMARY:

Responsible to perform supervisory functions at the Televerde Contact Center, located at Homestead Correctional Institution, Florida City, and supervise up to 20 inmate workers on technical aspects and meeting customer expectations and timelines. Adhere to the Televerde guidance on rules and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned.

1. Evaluate and manage ongoing performance of Agents and provide coaching and development support.
2. Train inmate workers in the tools and techniques required for the department’s operations. This training should include all applicable environmental and occupational safety standards and the quality standards appropriate for the industry.
3. Monitor work, enforce productivity standards, resolve operational problems, and implement new procedures as required.
4. Ensure agents meet work expectations.
5. Conduct inmate interviews and process new program participant additions as needed.
6. Train new agents that enter the program.
7. Take Escalated Supervisor Calls from customers.
8. Act as interface with FDC staff and ensure agents follow FDC rules.
9. Perform computer analytics for agents’ performance/schedule adherence.
10. Serve as a resource and subject matter expert for process changes, quality audits, system enhancements, and customer facing processes and product offerings.
11. Communicate program information and status to FDC, PRIDE, Televerde, and third-party client staff.
12. Be proficient and fully trained in navigating and using CRM/Oracle and Televerde systems.
13. Provide agents with work structure and lead with integrity and passion in the workplace.
14. Input inmate payroll.
15. Perform other assigned duties as deemed needed by industry manager.
16. Work closely with DC personnel to ensure compliance with institution rules and regulations in the performance of shipping and receiving goods

QUALIFICATION REQUIREMENTS:

1. Education and Experience: HS diploma or equivalent required, + 2-3 years supervisory experience. Mechanical aptitude and ability, customer service and call center experience helpful. Experience coaching and developing a team of direct reports.
2. Language Skills: Good verbal, written, and electronic communication skills.
3. Mathematical Skills: Basic math skills.
4. Reasoning Ability: Train inmates in production and clerical techniques and coordinate manpower and equipment usage.
5. Specialized Knowledge and/or Skill:

• Computer literate and with skills in Microsoft Office
• Aptitude and ability to stay abreast with technological advancements and service offerings
• Quality control awareness and management
• Supervision and development of multiple agents
• Time and performance management
• Safety management
• Ability to foster teamwork
• Detail-oriented

Other Skills and Abilities: People/leadership skills. Personal time management. Honest, straightforward, dependable, dependable, pleasant, adaptable.