Summary of Position

Essential Job Requirements

• Monitors and evaluates the performance of CSRs and Leads to ensure prompt, knowledgeable and courteous customer service. 
• Provides coaching, counseling and guidance to CSRs and Leads for ongoing improvement to customer service. 
• Makes recommendations to management concerning transfers, promotions, discipline, hiring and termination. 
• Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals. 
• Analyzes staffing levels and call center trends to ensure that staffing levels are efficient in order to maintain project goals and objectives and meet operational effectiveness. 
• Monitors CSRs and Leads time and attendance by maintaining attendance records, including excused and/or unexcused absences, late arrivals, and early departures with all related information entered on the attendance record. 
• Assists the Sr. Operations Manager with daily operations. 
• Reviews daily reports to identify training opportunities and successes for CSRs and Leads providing feedback in a timely manner. 
• Writes and administers performance reviews for skills improvements. 
• Communicates and follows up to ensure CSRs and Leads are fully informed of all new information related to procedures, customer needs and company related issues, changes or actions. 
• Attends management meetings to set performance goals, review call center progress. Develops and implements action plans to achieve daily and monthly goals. 
• Proficient in Call Center Policy, state & Court computer systems 
• Provides accurate information to inquiring parties and other agency staff. 
• Ensures the confidentiality of all information while performing work tasks.
• Accepts escalation calls that cannot be resolved by CSRs or Leads to address and resolve caller issues. 
• Actively assists with taking calls.
• Regular and timely attendance
• Other duties as assigned

Required Education

Required Experience

• 1 year of call center supervision is strongly preferred. 
• 1 year of work experience administering child support enforcement or related community service programs preferred.