Position Title – Billing Clerk - LaborLawCenter



Job Title – Call Center Supervisor

Department: Customer Service FLSA Status: Exempt

Position Status: Full-time Reports To: Director, Customer Service

Supervises: Call Center Agent

Date: March 21, 2012

Position Summary: Supervises and coordinates activities of call center customer support staff. Ensures achievement of company and department goals.

Essential Functions:

• Manages and directs the daily activities of call center employees.

• Responsible for maintaining appropriate staffing levels to meet variations in demand.

• Assigns work responsibilities; monitors performance and provides feedback as needed.

• Assists in development of department and individual goals.

• Monitors and tracks performance indicators.

• Serves as a resource to answer call center support workers.

• Resolves customer complaints.

• Observes and listens in on calls to monitor employee performance.

• Prepares work schedules & monitors attendance.

• Orients and trains new call center staff.

• Keeps Customer Service Manager updated re: issues with customers and employees.

• Maintain neat, orderly work area.

• Adheres to company attendance/tardy policies. Attendance is an essential function of this position.

Nonessential Functions:

• Other duties as assigned by Customer Service Manager.

Knowledge, Skills and Abilities:

• Ability to work well in a high stress, fast-paced, demanding environment

• Presents a professional appearance and demeanor

• Ability to communicate effectively both in writing and verbally, with coworkers on all levels, customers, vendors, and the general public.

• Must demonstrate excellent interpersonal skills.

• Maintains confidentiality when dealing with employee issues.

• Must have sound decision-making abilities and advanced problem-solving skills.

• Must be self-motivated and demonstrate initiative to complete duties without supervision.

• Excellent organizational skills and ability to multi-task.

• Ability to respond to customer complaints and questions in a pleasant and helpful manner.

• Ability to read, understand and follow oral and written instructions.

• Ability to operate a computer and general office equipment.

• Knowledge of Microsoft Windows/Office and ability to learn and use various software programs.

• Prior experience with call center phone and computer systems.

Education and Training:

• Requires knowledge typically acquired through high school diploma or GED.

• Prefer some college or technical school.

• Prior call center experience required.

Special Position Requirements:

• Work hours may vary as business needs dictate.

• Occasional work may be required on weekends, evenings, or holidays.

Physical Demands and Working Conditions:

Requires sitting, standing and walking. Position requires sitting for extended periods of time. Requires ability to communicate clearly and effectively with others in-person and on telephone. Manual dexterity needed for using computer keyboard and calculator. Occasionally requires standing, reaching and bending. Must have adequate vision to operate computer and complete paperwork. Must be able and willing to work flexible hours to meet customer and organization needs.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this position. They are not intended to be an exhaustive list of all associated responsibilities, skills, efforts, or working conditions. The Company reserves the right to change, amend, add, delete, and otherwise assign any and all duties, responsibilities, and position titles as it deems necessary to meet the needs of the business.

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Job Descriptions

The process of writing a job description requires having a clear understanding of the job’s duties and responsibilities. The job description must provide potential candidates with a clear description and main objective of the position.

Use the sample job posting attached to help write your job description and improve your job posting results.

A job description identifies essential and non-essential tasks that are assigned to a specific position. It also identifies reporting relationships and may also describe required qualifications, minimum requirements, working conditions, and desirable qualifications. The duties should be appropriate for the classification and consistent with the class specification.

Please use the description as a general template and modify the description to fit your exact needs.

Best wishes on a successful recruitment process!

The job description cannot be copied and resold. LaborLawCenter, Inc. is not liable for any errors or omissions from the usage of the templates. Use at your own discretion.

These samples are designed with the intent of providing businesses with a general template to use . Please note that general legal information is not the same as legal advice—the application of law to the company’s specific circumstances. These samples are for informational and instructive purposes only and may not be suited to every situation.

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