The Cooperative Services Center (CSC) supports all call center functions for Wake Electric Membership Cooperative. As such, the Contact Center Supervisor position is responsible for providing support and leadership to call center staff while motivating the team toward efficient, accurate and timely handling of inquiries. This key role will work closely with the Customer Service leadership team and provide defined opportunities for improvements. The role is required to operate with a high level of confidentiality, by building and maintaining trust, open and honest communication and collaborative relationships inside and outside of the Customer Service Department.
This position will oversee all aspects of performance and development of direct reports. Principle requirements include handling escalated and/or complex customer service issues, administering yearly reviews, documentation of performance of staff, and continuous training and workflow improvement. Position will lead weekly meetings with assigned employees for instruction, development and managing their progress and coaching where necessary. Employee will supervise staff adherence to all Company and Department operating procedures while collaborating with the Member Service Advisor in ongoing call monitoring for quality assurance purposes. This position will also oversee queue management by maintaining proper scheduling, as well as tracking and maintaining regular reporting of Call Center data. This position must also fully comprehend and be able to understand, calculate and explain rate schedules to members and employees.
* Selected candidate will be drug tested
Cooperative Services Center, Inc., is an Equal Opportunity Employer including Veterans/Disabilities