Team Supervisors are responsible for the day to day operations of their team including supervision of all functions (staff, workflow, etc). As a supervisor, you will provide leadership, motivation, skills-development and coaching to CSR's. You will be asked to demonstrate accuracy and thoroughness in decision-making and documentation, and to administer company policies within the call center. It is crucial for the Team Supervisor to understand team dynamics and be skilled at building team spirit and motivate team members to work together to achieve goals.

Responsibilities:

• Ensure Monthly Team Targets are met including continual assessment of the team's progress in meeting this objective.
• Responsible for the development and coaching of Team Members for effective & efficient performance.
• Accountable for consistent tracking of all team stats including targets, phone performance, worklist volume and communicating results to team and concerns to management. Ensure all relevant reports are reviewed in a timely manner to assess departmental performance
• Identify and implement effective training, coaching tools and technique.
• Ensure all performance reviews are delivered in a timely manner including the communication of monthly audits and suggest measures for improved performance.
• Responsible for the scheduling, preparation and chairing of regular team meetings to address issues in a timely manner and keep staff informed.
• Responsible for the supervision of staff in accordance with all company policies and procedures and complete all tasks related to staff including: schedules (weekly and breaks), employee training, employee vacations, and HR paperwork as well as tracking those issues.
• Managing conflict to facilitate positive resolution for issues that arise on the call center floor.
• Responsible for assisting staff in resolving out of policy operation problems, including escalated customer calls.
• Responsible for ensuring that the volume of business received is worked in a timely manner and for the maintenance of team workload.

Qualifications:

• Strong verbal communication skills.
• Minimum two years related experience.
• Must maintain professional demeanor when communicating with customers, subordinates and co-workers.
• Ability to multi-task and think critically about performance improvement.
• Ability to motivate employees.
• Self-starter requiring very little management support to accomplish day-to-day activities.
• Ability to actively contribute to a positive work environment.

If you believe you have the relevant experience, enthusiasm and great attitude that we're looking for - please submit your cover letter (including salary expectations) and resume by email: careers@ecarecenters.com or by fax: 204-940-4278.

E-Care Contact Centers is an equal opportunity employer committed to a diverse workforce.  While we thank all that apply, only those selected for an interview will be contacted.