Concord, New hampshire
Call Center Supervisor (inbound) Job Opening in Concord, New hampshire - Coordinated Transportation Solutions, Inc. is a well established, yet growing not-for-profit organization providing non-emergency medical transportation services. We are headquartered in Trumbull, CT and have recently opened an additional Contact Center in Concord, NH.
We are seeking an experienced, highly-motivated and energetic Contact Center Supervisor to join our organization and to provide leadership and support the Customer Service Team at our Concord, NH Contact Center.
Summary: The Contact Center Supervisor assists the Contact Center Manager with overall Contact Center operations by performing the following duties. Other duties may be assigned.
Essential Duties and Responsibilities include the following.
Reviews, on an on-going basis, CTS? operating policies and procedures and recommend improvement
Assists the Contact Center Manager with the day to day operations and contract compliance issues related to the Contact Center
Assists with hiring, training, and evaluating Customer Service Representatives (CSR)
Provides direct supervision of CSRs and assists Manager in administering Corrective Action Plans to staff as needed
Responds to escalated issues and documents, researches and assists the Manager in resolving incidents and customer and member complaints
Perform the duties of a CSR when needed
Provides technical assistance for CSRs (i.e. troubleshooting trip booking issues)
Manages real-time software and performs overrides
Assists Manager in ensuring all reports and documentation are submitted in a timely manner
Determines when issues need to be escalated to the Contact Center Manager
Make sound decisions in the absence of the Manager regarding any adverse condition which could affect the Contact Center
Occasional overnight travel may be required
:
High school diploma or general education degree (GED). Associates Degree (2 years) preferred
1-2 years call center supervisory experience - preferably in healthcare and/or transportation
Excellent communication skills with the ability to motivate and coach effectively
Please email a cover letter and resume
CTS offers a competitive, performance based, salary and fringe benefits program
CTS is an equal opportunity employer and makes employment decisions regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, gender identification, political affiliation or belief or any other factors that employers are prohibited by law from considering.
Job Type: Full-time
Salary: $36,400.00 /year
Job Location:
Concord, NH
Required education:
High school or equivalent
Required experience:
Call Center Supervisory: 1 year
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