Charter Contact Center Supervisor

+ The Charter Center Supervisor is responsible for all aspects of the Charter Center operations including direct management and coaching of the Charter Center Representatives. Responsible for ensuring the team delivers service that meets or exceeds customer expectations and Charter and/or First Student Revenue goals while fostering a culture that strives for operational excellence.
+ Job Description **Major Responsibilities**
+ Provide day-to-day supervision of the Charter Center Representatives. Assign individuals to work schedules and ensure staff adherence to assigned work schedules.
+ Manage the workforce to ensure that the call service level remains very high. Track all charter activity and adjust as necessary to avoid conflict with peak call volume. Develop a contingency plan to maintain adequate coverage levels in the event of staff shortages. This will include serving as backup, handling inbound/outbound calls, when needed.
+ Lead a team of direct reports; inspire, ...