Call Center Operational Supervisor> at VCA in Los Angeles, California

Posted in Other 7 days ago.





Job Description:


SUMMARY OF JOB PURPOSE AND FUNCTION: The Client Communications Supervisor is responsible for providing day to day direction to the call center agents that report to them. As a supervisor you will have direct line responsibility of the team and will partner closely with Director of Virtual Support. As a direct manager of contact center agents, the Supervisor will monitor subordinates' performance, provide feedback for growth, and recommend training and other actions that subordinates can take to improve. The Supervisor also helps manage the team's daily and weekly schedules and communicates needed shift changes to the team as needed. In support of team building and recruiting, the Supervisor will be responsible for screening, interviewing and hiring qualified applicants for the team. The Supervisor will also work with team trainers to inform training design, planning, and implementation to improve team members' performance.



The role serves as a liaison with the VCA People & Organization (P&O) department on hiring strategies.


ESSENTIAL RESPONSIBILITIES AND TASKS:



  • Partner with P&O staying in front of all hiring needs and ensure a consistent pipeline of qualified candidates. Screen, interview and make decisions on hiring applicants for the team.

  • Front line leadership of the call center agents, including but not limited to training new client communication agents, providing escalation support, call auditing and maintaining team scheduling

  • Leads a team of client communication agents in order to maintain customer service levels and a high level of Customer Experience. This role is Responsible for associate accountability and staffing, to include hiring new associates.

  • Responsible for maintaining team performance by directly addressing and managing all the performance related issues with the Client Communications Team, including providing input into and administering performance related issues with the team.

  • Develop training materials for training team members. Conduct regular trainings for development and call quality and conduct course training on a required or ad hoc basis.

  • Work with management to develop and implement the call center vision

  • Other projects and duties as assigned




EDUCATION/EXPERIENCE:



  • High school diploma or equivalent

  • Associates Degree or higher preferred

  • 3+ contact center experience in a leadership role;

  • Direct recruiting, interviewing, and hiring experience

  • Veterinary Client Representative, Supervisory responsibility




*All degrees will be deemed "or equivalent combination of education and experience" unless absolutely required to do the job (i.e., DVM degree for Veterinarian, Law degree for Attorney, etc.).




PREFERRED SKILLS AND QUALIFICATIONS:



  • Ability to adequately screen, interview and make final hiring decisions for the team.

  • Ability to supervise and lead in a call center focused on outbound calling on marketing leads and inbound scheduling calls.

  • Ability to communicate verbally with the ability to call, connect, and interact with clients and employees

  • Ability to effectively communicate with others with excellent verbal and written communication skills

  • Ability to self-motivate and work well with minimal supervision

  • Ability to train on a virtual platform




CORE COMPETENCIES:



  • Advanced knowledge in recruiting and interviewing

  • Advanced knowledge of personal computers and software

  • Proficiency in Microsoft applications including Teams

  • Ability to use general office equipment

  • Knowledge of veterinary medical terminology




WORKING CONDITIONS:



  • Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, and move) up to 50 pounds. Lifting higher weights requires requesting assistance from another associate.

  • Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.

  • Specific vision abilities required by this position include close vision.

  • Occasionally exposed to airborne particles and illness from patients and chemicals related to animal care and office equipment.

  • The noise level in the work environment is normally moderate.

  • Environment where pets are present.

  • The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!


The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)


We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com



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