Call Center Verification Supervisor

Employee Type: Temp-to-hire
Experience: 2-3 years
Location: Houston, TX
Job Reference #: 31-101316-ER17
Salary: $45,000
Company Industry: Job Type : Supervisor/Manager ASA : Professional Ge
Job Title: Call Center Verification Supervisor

Position Summary

A Retail Electric client in southwest Houston is actively searching for a Call Center Supervisor to supervise a team of 15-20 call center agents in their verification department.

Responsibilities for Call Center Verification Supervisor

•	Monitor productivity of Verification representatives and generates reports
•	Coach and develop a team of 15 – 20 call center agents on daily, weekly and monthly performance
•	Create a process for coaching and developing agent knowledge to understand the Enrollment process, specifically D2D sales, in order to decrease the number of invalid agreements and/or lost sales
•	Monitor the progress and development of agents, create coaching plans to reach required performance levels utilizing the necessary coaching and step of discipline as needed up to and including termination
•	Record agent and team statistics and prepare reports for Customer Care Manager
•	Analyze both individual and team performance daily to manage overall service level
•	Answer questions and recommends corrective actions to address customer complaints, where the Verification piece directly impacts the customer and/or business
•	Maintain up to date employee records 
•	Develop and deliver performance evaluations
•	Provide communication and follow up to ensure representatives are fully informed of all new information related to procedures, customer needs and company related issues, changes or actions
•	Maintain harmony among workers and resolves grievances
•	Ensure that all policies and procedures are adhered to and call standards are met; regulatory scripting is followed
•	Assist with the identification of training gaps and needs of team members
•	Have a clear understanding of product offerings, including but not limited to deposits, Auto-Pay, SMS Opt-In, MyAccount and Paperless Billing enrollment and identify the areas of opportunity to increase conversions on these items

Qualifications for Call Center Verification Supervisor

•	2+ years in supervising a call center team- preferably Sales or Enrollment experience (recent experience)
•	Someone who is comfortable and confident with selling the service
•	Someone who is self-motivated, organized, competitive and has a strong desire to make money for themselves and the company
•	Knowledge of MS Office
•	Attention to Detail
•	Interpersonal Skills – Interaction with Call Center Representatives, vendors, customer/clients of all demographic and professional levels
•	Ability to multi-task
•	Decision making and analytical skills to work in a strict, fast-paced environment

Compensation & Benefits for Call Center Verification Supervisor

As a Burnett/Choice temporary or contract employee, you can benefit from Weekly Pay, Direct Pay Deposit, Global Card Paycard, Medical Indemnity Plan, Free Online Training, and Credit Union Membership (Houston, El Paso, Dallas, San Antonio). Plus, the ability to earn Service Bonuses, Holiday Pay, Referral Bonuses, and company ownership in our Employee Stock Option Plan.

Position Type for Call Center Verification Supervisor


If you have questions concerning this position, please contact  Elpida Routsas Duff.
Thank you for choosing Burnett Specialists.    Equal Opportunity Employer M/F/D/V

Meet your Recruiter

Elpida Routsas Duff
Company Name:   Burnett Specialists