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Contact Center Supervisor in Memphis, TN at ServiceMaster

Date Posted: 5/29/2018

Job Snapshot

Job Description

Position Overview

Responsible for supervising and coaching a team of associates to provide excellent customer satisfaction for internal and external customers. Responsible for resolving customer escalations, controlling cost and supporting customer and associate retention. Implements policies and procedures, monitors daily staffing and scheduling.

Job Responsibilities

  • Supervises, coaches, monitors, trains advises and provides feedback to associates to achieve individual and department goals
  • Assigns and manages inbound claims/inbound phone calls
  • Primary escalation point for escalated associate or customer service issues and/or complaints
  • Ensures accurate associate data files, including payroll, personnel and performance
  • Implements policies and procedures and recommends new approaches to effect continual area improvements
  • Participates in the hiring process including interviews
  • Creates reporting for management  
  • During high volume times or as the need arises, analyzes and processes pending claims/inbound phone calls
  • Vendor management oversight  including monitoring vendor productivity and quality
  • Creates or assists on other project and processes as needed

Job Requirements

  • Bachelor degree and/or 1-2 years of experience of service operations experience
  • Experience using Microsoft applications
  • Lead and direct the work of others
  • Good decision making skills
  • Experience in estimating and pricing
  • Knowledge of insurance claims procedures
  • IICRC Certification ASD/WRT
  • Ability to read, analyze and interpret general business periodicals and technical documents.
  • Good presentation skills
  • Ability to work in fast paced environment with variable levels of work load and meet set deadlines
  • Knowledge of contact database software (e.g. NextGear, Xactanalysis, Symbility)
  • Skilled with MS office Products (Word, Excel, Outlook, PowerPoint)
  • Detail oriented when analyzing claims, developing reporting
  • Ability to multi-task effectively
  • Ability to set and follow operational processes and have great follow through skills
  • Good communication skills both verbal and written
  • Ability to interact with internal and external customers in a positive manner
  • Ability to work independently
  • Strong organizational and analytical skills

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

• Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.  

• Sitting for long periods of time while using office equipment such as computers, phones and etc.

• Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.

• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have: 

• Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy,  such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

• Inside working conditions: The change of building environment such as with or without air conditioning and heating.


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