Customer Service Supervisor

Operations Supervisor

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.

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.

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. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.