Contact Center Supervisor at Epiq Class Action & Claims Solutions in Tampa, Florida

Job Description:

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Job Summary     

This position supervises the daily operations of the contact center. Through leadership, training and development and organization of contact center personnel, this position will ensure client requirements are achieved and resources are maximized to the full potential. Additionally, this position will coordinate with internal project team members to ensure successful case launch and management priorities are maintained in the contact center.

Essential Job Functions        

• 30% Provide supervision, training and development to contact center agents and leads




• 30% Monitor/review phone agent performance (call quality scores, agent statistics, time entries, attendance, escalations, etc.).




• 20% Approve SAP time entries and ensure accuracy for payroll and billing purposes




• 5% Ensure the team is adhering to the company’s/clients policies and procedures




• 10% Workforce Management: Ensure the team is adhering to their schedule and that they are utilized appropriately.




• 5% Act as a liaison between the phone agents, management, and client services.  Ensure all parties are informed appropriately.

Non-Essential Job Functions   

• Interview potential candidates as needed




• Update scripting/procedure changes in our knowledge base as needed.




• Walk the floor, field questions, perform side by sides, and generally be available to your team




• Process staff changes with Workforce and align the changes in other applications/systems




• Field escalated outbound phone calls periodically




• Participate in Client Call Calibrations




• Create Supervisor MBRs

Minimum Requirements   

Education:

• Bachelor’s degree, preferred but not required, or equivalent experience

Work Experience:

• Customer Service experience preferred




• Call center experience required

Skills & Abilities:

• Must understand call center demands and metrics.




• Strong communication skills in reading, writing, and speaking English




• Must have strong experience in the areas of coaching, performance management, staff development and direction, training, quality control, and document preparation. #LI-KW1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.