Skip to main content

Contact Center Supervisor

Madison, WI

Relocation expenses: Paid

Manager
Full time
3 - 5 years of experience
Associate Degree
$41,000 to $50,000 per year

Published on 20 Feb 2022

Expires on 20 Feb 2022

Warning message

  • This job ad is no longer active. Search for new jobs.

Contact Center Supervisor

JOB DESCRIPTION

Position Title:  Contact Center Supervisor

Reports To: Project Director

United Way of Wisconsin (UWWi) is the statewide organization providing member support services to the 39 local and independent United Ways in Wisconsin and eight 211 Contact Centers.

UWWi supports the capacity development of local United Ways in Wisconsin, individually and working together to build strong communities by mobilizing our public, private and non-profit sectors through research, civic engagement, public policy advocacy, and results-based funding.

MISSION:

To support and enrich a strong statewide United Way network that maximizes the capacity of local United Ways to address human needs, improve lives and create lasting positive change across Wisconsin.

PURPOSE OF POSITION:

The Contact Center Supervisor will help support the 2-1-1 Wisconsin pandemic response by serving as a liaison with partner contact centers and supporting information and referral specialists answering public questions regarding Covid 19 testing, vaccination, and other public health information. The position will work closely with the Project Director and 211 Project Managers to help support the implementation of efficient and effective initiatives that benefit Wisconsin residents. Contact Center Supervisor will be scheduled to work evening and weekend shifts.

ESSENTIAL JOB FUNCTIONS:
Key Responsibilities:
1). Information and Referral Support and Training

  1. Provide supervision, development and coaching of agents to support Covid and vaccine information helpline teams to deliver and maintain high quality service.
  2. Support 211 Covid and vaccine information helpline I&R specialists by answering questions, identifying trends and rumors and problem solving.
  3. Collaborate with Project Managers to ensure staff coverage for inbound calls. 
  4. Train I&R staff on technology systems and problem solve first-line technical systems.
  5. Monitoring and manage call queues to meet key performance indicator requirements; assist with reporting of customer service metrics.
  6. Answer inbound COVID and vaccine helpline calls during high volume times
  7. Act as an escalation point for customer-related problems.

2). Quality Assurance and resource identification

  1. Support QA and Training manager by reviewing call logs and other QA assignments.
  2. Run and review audit reports to maintain data integrity
  3. Provide coaching and training to assigned I&R staff
  4. Assist project team in other related pandemic response activities 
  5. Liaison between contact center supervisors and project managers to develop FAQs

3). Other Duties as assigned

PREFERRED QUALIFICATIONS:

  • Bachelor’s degree preferred.
  • 3 years of related experience.
  • Experience using cloud-based telephony, CRM systems and Microsoft business systems.
  • Demonstrated ability to lead a team in a virtual environment.
  • Ability to learn and adapt in a fast-paced environment.
  • Strong customer service skills, demonstrated ability to apply sound judgement and critical thinking.
  • Polished oral, written, telephone, and e-mail communication skills; ability to interact with a variety of constituencies.   
  • Experience providing training and understanding of virtual meeting platforms. 
  • Ability to work in direct relationship with diverse group of individuals or organizations in an effective manner.
  • Demonstrated reliability and responsibility to ensure organizational needs are met.

REQUIRED COMPETENCIES:

To perform the job successfully, the employee should demonstrate the following competencies to perform the essential functions of this position:

Speaks clearly; writes effectively and persuasively in positive or negative situations; listens to executives, co-workers, employees, and outside advisors in order to effectively and efficiently share information and ideas; demonstrates effective group presentation and meeting skills.

Ability to Multi-Task – The ability to handle multiple tasks and assignments; prioritizes more important tasks while maintaining a good handle on others; reports in a timely manner any barriers to task completion leaving ample opportunities for supervisor to adjust deadlines.

Results-Oriented Thinking and Behavior – A genuine concern for effectiveness.  Possesses the desire to get the job done with excellence; mentally, is focused on getting the best results for actions taken; does not settle for mediocrity.

Time Management - Excellent time management skills and the ability to meet deadlines.

UNITED WAY CORE COMPETENCIES FOR ALL STAFF
Mission-Focused: Catalyze others’ commitment to mission to create real social change that leads to better lives and healthier communities.  This drives their performance and professional motivations.
Relationship-Oriented: Understands that people come before process and is astute in cultivating and managing relationships toward a common goal.
Collaborator: understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.
Results-Driven: Dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.
Brand Steward: Steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.