Call Center Intermediate Supervisor Inbound B to B and Consumer

Description

Supervises the activities/day-to-day operations of Call Center Representatives receiving incoming telephone calls. Evaluates and coordinates workflow/activities to achieve expected volume. May intercede on incoming telephone calls with difficult customers and/or calls requiring in-depth knowledge of the organization's products/services. Monitors calls/activities as necessary to ensure that performance standards are being met. This is the first level of full supervision. Employees in this classification supervise three or more full-time equivalent employees every week. Direction is over a permanent status-continuing function, not a collection of employees assigned to complete a project. Management duties include interviewing, selecting and training of employees; setting and adjusting their rates of pay and hours of work; planning and directing their work; appraising their productivity and efficiency for the purpose of recommending promotions or other changes in their status; handling their complaints and grievances and disciplining them when necessary. Management responsibilities include the authority to hire, fire, or promote assigned employees or make recommendations that are given particular weight. Employees may spend time performing many of the same duties as subordinate employees. Generally, the subordinate group performs a single task or multiple, but closely related tasks. Under FLSA, this is the exempt job classification for this title. Incumbents in this position must meet the full criteria for exempt status: salary level, salary basis, and duties tests.