Remote Contact Center Supervisor

Position Summary:

This is a cadre position for a Contact Center Supervisor. The Contact Center Supervisor manages daily Contact Center operations, including Contact Center Agents and support staff as the Tidal Basin Customer Relations (TBCR) Call Center expands. This position will ensure all facets of the Call Center are meeting program objectives, customer expectations, and operating efficiently.

The Contact Center Supervisor will work closely with Tidal Basin’s Customer Relations Managers to ensure adherence to our attendance policy, supervise daily contact center activities and be an initial point of escalation for any agent or customer issues.

This role is eligible for a remote work environment.

Required Knowledge and Experience:

• Demonstrated ability to use MS Office suite (Teams, Outlook, and Excel).
• Maintain consistent minimum internet speed of 100 mpbs download and 40 mbps upload

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 Contact Center.

• Responsible for creating and maintaining Contact Center staffing schedules and documenting attendance.

• Responsible for maintaining staff personnel records regarding performance and attendance.

• Makes recommendations to the TBCR Management to staff up or down to meet program objectives.

• Responsible for creating and maintaining a standardized approach to training and education of Call Center staff.

• Coaches and mentors Contact Center staff on customer service best practices, policy, and program knowledge as outlined in the Tidal Basin standards and procedures.

• Responsible for Quality Assurance by monitoring and coaching agents in compliance with 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.

• Provides input on Call Center operations that will drive strategic decisions.

• Maintains and improves Call Center operations by monitoring system performance and identifying and resolving problems.  Assist with troubleshooting system issues including hardware and software.

• Develops a deep understanding of all assigned Tidal Basin Call Center programs and contracts.

• Responsible for understanding all Call Center technology, software applications, phone/computer systems used by Call Center agents and supporting staff.

• Ensure that all Call Center agents are kept informed of new working practices, program policies, and technology/information security changes.

• Participate in program touchpoints and appropriately field questions on Call Center operations.

• Stay up to date on changing project directions.

• Assist with phone coverage when necessary.

• Available to work any shift or days

• Perform other duties as assigned.

Skills and Competencies:

• Excellent organizational skills and attention to detail.
• Strong interpersonal, analytical, and problem-solving skills.
• Ability to clearly communicate operation and/or staffing concerns to management with clear solution-driven recommendations.
• Understanding in Call Center operations including technologies and data management.
• Strong verbal and written communication skills.
• Willingness to adapt to ongoing changes in expectations and responsibilities.
• Excellent time management skills with a proven ability to meet deadlines.
• Maintain a reliable internet connection on your designated laptop in a quiet, secure workspace.
• History of high performance, attendance, and work ethic in current agent position

Preferred

• Minimum of 2-3 years of experience in a contact center environment, preferably in a supervisory or team lead role.
• Experience in the emergency management or disaster relief industry is a plus.
• Proven ability to lead, manage, and motivate a team.
• Strong decision-making and problem-solving skills.

Required

• High school diploma or equivalent (bachelor’s degree in business administration, Management, or a related field preferred).
• Ability to work independently with little supervision.
• Strong customer service orientation with the ability to handle challenging customer interactions.
• Strong organizational and time management skills.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Upon hire, secondary employment must be disclosed and approved.

Tidal Basin Customer Relations, LLC and its affiliated companies, which includes Tidal Basin Government Consulting, are an Equal Employment Opportunity Employer