Customer Service Supervisor

at ASM Research, An Accenture Federal Services Compan in Phoenix, Arizona, United States

Job Description

The Operations Supervisor supervises the Customer Service Representatives (CSRs) on the DOL-NCC program. They provide staff with opportunities to reach their maximum potential by providing them with the tools, skills, and guidance to become proficient in their position. They monitor and allocate resources as necessary to meet and exceed contractual requirements.

Key Responsibilities

+ Responsible for supervision, development, and coaching of CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.

+ Perform tasks to assure service level requirements are met.

+ Assume leadership responsibility for department tasks and contact center activities as required.

+ Work closely with other DOL-NCC supervisors, managers, and support staff.

+ Attend weekly quality assurance calibration sessions with the client and internal stakeholders.

+ Support and enforce contact center expectations as well as departmental/corporate policies and procedures.

+ Log in to queues as required during high volume periods.

+ Communicate pertinent program updates in a timely manner.

+ Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.

Required Qualifications

+ Bachelor’s Degree AND 2+ supervisory work experience; OR 6 Years of operations management work experience in lieu of degree.

+ Proficiency in Microsoft Office (Excel, Outlook, PowerPoint, and Word).

+ Proficiency in using a Customer Relationship Management (CRM) tool.

Training/Certification

+ Internal DOL-NCC program quality assurance certification (or obtain certification within one month of beginning this position)

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM’s overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual’s race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in “Knowledge, Skills and Abilities” above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties’ or “lifting up to 50 pounds” or “some travel” required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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EEO Requirements

It is the policy of ASM that an individual’s race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.