The Team Supervisor is responsible for supporting, coaching, developing and supervising a group of Customer Service Agents in an inbound call center environment. The supervisor position is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance management and appraisal of work groups in accordance with the organization’s policies and applicable legal requirements.

--- Must be located in New Mexico --- Remote Work from Home opportunity ---

• Coaching agents to yield optimal performance through a sound understanding of the business and engagement with their team
• Track and take action on personnel and payroll issues.
• Conduct performance appraisals as required.
• Maintain accurate, current and consistent documentation on direct reports.
• Review productivity statistics on a daily basis and provide constructive feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Successfully complete all client related training and continually update agents.
• Resolve escalated customer issues.
• Hold team meetings on a regular basis with direct reports.
• Communicate all process and client changes to direct reports within a timely manner
• Promote the use of all center communication tools.
• Administer Recognition and Rewards programs in accordance with organization’s guidelines.
• May perform other additional duties and responsibilities as assigned.

EDUCATION/EXPERIENCE:

• Associate’s degree in related field or advanced vocational training or two to four years related experience.
• High school diploma or equivalent with three or more years of related work experience.

QUALIFICATIONS/SKILLS:

• Must be located in New Mexico
• Previous experience in a contact center environment
• Previous experience with healthcare/insurance is preferred. 
• Advanced user-level knowledge of computer technology and computer operating systems.
• Ability to guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
• Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.
• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
• Ability to coach, develop action plans which maximize performance and provide effective feedback for highly demanding sales goals.
• Proven ability to analyze and improve work processes and policies.
• Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
• Must have proficiency with various software applications programs including Microsoft Word, and Excel.
• Problem Solving
• Customer/Client/Organization Focus
• Communication Proficiency
• Time Management Skills
• Ability to guide individuals toward goal achievement using:
• Negotiation
• Teamwork / Collaboration
• Motivation
• Staff development skills
• Ability to act as a role model within the organization