*[SUPERVISOR - CONTACT CENTER [Schedule: 8:00 AM - 4:30 PM, Monday - Friday, Full-time [Date Posted: 8/15/2024 [Location: BDI Contact Center - College Park, GA *[Salary: $44,000

[INTRODUCTION [At Bobby Dodd Institute, we believe in an inclusive world where people of differing abilities can lead more independent and purposeful lives when provided the right guidance, support, and opportunities. [Under the supervision of the Senior Director, the Supervisor oversees the practical day-to-day operations of 15 Customer Service Representatives. They provide operational support in accordance with policies and procedures. In addition, they ensure smooth contact center operations and be the primary coach for frontline staff. [This position requires the candidate to successfully complete a criminal history background check. *[KEY RESPONSIBILITIES [ Provides daily direction and communication to Team Supports and team members so that customer service tasks are completed in a timely, efficient, and knowledgeable manner. [ Handles human resource management issues among teams, including completion of employee reviews, coaching, corrective action, timecard review/correction, time off approvals, etc. [ Interview as needed to support recruiting efforts [ Provides training and resources, including updating the intranet wiki, so that team members are equipped to do their jobs. [ Identifies opportunities for process improvements and solutions to upper management [ Monitors and tracks productivity; keeps Customer Service Manager informed of related issues. [ Submit overview reports to management as requested. [ Complete QA for the team [ Manage the Call Que and chats to answer questions [ Take supervisor calls as needed. [ Minimum two QA audits per week will be conducted on each agent and documented in, Playvox [ Support other teams, when needed. *[]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}]{arial",sans-serif"=""}