Call Center Associate Supervisor Inbound 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. Incumbents at this level 'lead and direct' a group of three or more individuals. There is virtually no authority for personnel actions normally associated with full supervisory status (e.g., salary increases, promotions, performance reviews, disciplinary actions). Coordinates the day-to-day operations of a group of employees. 'Leading and directing' is usually restricted to assigning, monitoring and reviewing progress and accuracy of work, directing efforts and providing technical guidance on more complex issues. Most of the work time is spent performing many of the same duties as subordinate employees. Under FLSA, incumbents in this position are nonexempt.