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Supervisor-CallCenter-CA Lifeline 01.07 in Rancho Cordova, CA at MMC Group

Date Posted: 12/7/2018

Job Snapshot

Job Description

Throughout the past 25 years plus, MMC, one of the most trusted names in workforce management services, has successfully delivered strategic solutions to large and small businesses in numerous industries.
We have built our reputation on partnering with our clients and candidates to achieve the desired results. Our recruiting professionals have extensive experience matching the right candidate, to the right client, for the right position. We provide the best opportunities to the most talented candidates in a multitude of industries.
MMC is a privately owned business with corporate headquarters in Irving, Texas. With 2,000+ employees, working in 40+ states, MMC is able to support all United States locations, and some international locations.
We appreciate your interest in reviewing this particular position and we encourage you to visit our website where you can always search and apply for opportunities at www.mmcgrp.com
Get started on your career journey today! Apply to become a part of the MMC Team!
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.


Job Requirements
 URGENT! MMC is seeking to identify candidates that meet the following:
 
High Overview:
Job Title:  Call Center Supervisor
Location: Folsom, CA
JOB DETAILS & REQUIRMENT
  • Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed. 
  • Perform tasks to assure project and program service level requirements and goals are met. 
  • Assume leadership responsibility for departmental tasks and contact center activities as required. 
  • Participate in meetings and recommend changes to policies and procedures. 
  • Support and enforce contact center expectations. 
  • Assist with escalated issues or cases as needed. 
  • Evaluate employee key performance indicators and identify training needs and development opportunities. 
  • Develop work schedules and assign duties to direct report personnel to ensure efficiency. 
  • Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems. 
  • Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work. 
  • Evaluate employees' job performance and recommend appropriate personnel action. 
  • Perform other duties as assigned by leadership.
Qualifications: 
  • Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree.
  • Minimum of two (2) years of related experience. Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
  • Comply with all company required policies, procedures and processes including but not limited to required training.
  • Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
  • A portion of time is normally spent performing individual tasks related to the unit or sub-unit.
  • Generally, supervises semi-skilled employees or a few individual professional contributors. Works on issues of limited scope.
  • Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained. Monitors daily operations of a unit or sub-unit.
  • Requires full knowledge of own area of functional responsibility.
  • Frequently interacts with subordinate employees and functional peer groups.
  • Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules.
  • Receives predetermined work assignments that are subject to a moderate level of control and review.
  • Directs subordinates to complete assignments using established guidelines, procedures and policies.

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