Call Center Supervisor, Allentown

Customer Service Center Team Member
As a member of the Customer Service Center team, ensure efficient and timely processing of all work assignments into applicable business systems with strict adherence to all established procedures; monitor and delegate capacity resources as appropriate to assist in the attainment of service level goals throughout the CSC.
Responsibilities:
Delegate work assignments to team members performing a variety of functions
Develop training schedules for the Lead CSR's to implement; monitor to ensure that resource base and knowledge level is sufficient to maintain a current work level on all processes
Generate productivity for each team member; review management reports; monitor and address any productivity and quality issues or trends
Monitor daily work to ensure quality, accuracy, and service levels are maintained
Facilitate after-hours team meetings on a regular basis to communicate workflow/procedural changes
Provide performance feedback to team members per established programs and guidelines
Submit payroll reports, monitor and address performance issues per established guidelines
Handle special projects as assigned
Demonstrate commitment to Company's Code of Business Conduct and Ethics, and apply knowledge of compliance policies and procedures, standards and laws applicable to job responsibilities in the performance of work.
Skills and Qualifications:
Demonstrated leadership, coaching and team building skills
Previous Call Center experience and knowledge of Workforce management tools a plus
Supervisory experience a plus
Excellent communication skills
Strong organizational, prioritizing and planning skills; knowledge of PMA business systems
Ability to motivate in a fast paced, customer oriented environment
Must meet residency requirements
Must be in good standing in current position
Call Center hours are 8 am to 5 pm - Supervisory Coverage is required to 5:00 pm
Bilingual (Spanish) Preferred