Internal Operations Supervisor - Universal

This position will have responsibility for Customer Service; will also oversee Dispatch on the weekends.

Days: Monday, Tuesday, Wednesday, Saturday & Sunday (off Thursday & Friday)

Hours: 1:00pm - 9:30pm EST 

Essential Duties and Responsibilities:

• Ensures all call center employees adhere to the established work schedules
• Optimizes employee productivity by establishing work schedules that are based on the workflow of activity coming into the call center.
• Listens with respect so that employees feel heard and appreciated. Communicates in a clear, concise and effective manner. Builds consensus and is open to diverse points of view. Facilitates a climate that promotes a healthy exchange of ideas and allows employees to feel good about the contribution they make to the business.
• Monitors the employee productivity and meets with individual employees whose productivity is below the established standard.
• Sets goals and works with employee towards attainment of those goals.   Acts as a mentor and coach. Assess individual needs and establishes development plans. When appropriate, set corrective action plans that are attainable and are meant to improve that individual’s specific performance.
• Ensures that team understands and executes all departmental and organizational policy and procedures.
• Monitors a minimum of 2 calls per person per month; also reviews audits performed by trainers.  Provides immediate feedback upon completion of these sessions providing both positive and constructive feedback.
• Demonstrate exceptional teamwork since the overall effectiveness of the department is dependent on the collective efforts of the entire management team. Have a continuous improvement mindset constantly looking for and recommending better methods of completing our work.  
• Demonstrate outstanding customer service skills.      
• Responsible for handling difficult and complex questions regarding policies and procedures. When necessary you will handle incoming phone calls.
• Schedule PTO & overtime request being mindful of the departmental requirements.
• Complete all performance appraisals on time 100% of the time.

• Monitor ACD screen to ensure all calls are answered in a timely fashion and make sure every one is in the appropriate status.
• Monitor the un-dispatched by priority screen in DDF.
• Ensure that screen 19 is being reviewed and STAT cases are being handled and (or) escalated appropriately.
• Assist area managers with call recording tool requests and following up on all call center issues as needed by area supervisors/managers.
• Check inbound fax for inbound orders i.e. jails, ultrasounds and facility fax orders and distribute to the appropriate person for prompt entry.

Qualifications Required
2 – 3 years of proven leadership ability within a call center environment. Ability to add, subtract, multiply, and divide in all units of measure. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Must have strong working knowledge of Microsoft business tools such as Excel, PowerPoint, Word as well as learn our internal data based program (DDF). In addition, the Call Center Supervisor must have an in depth knowledge of Teletrac. Both the DDF and Teletrac programs are unique to Mobilex and are an essential part of monitoring the performance of the call center staff.