Contact Center Supervisor

THIS IS A TEMPORARY EMPLOYMENT OPPORTUNITY Position Summary: This is a position for a Contact Center Supervisor. The Contact Center Supervisor manages daily contact center operations, including agents and support staff. This position will ensure all facets of the Contact Center are meeting program objectives, customer expectations, and operating efficiently. The Contact Center Supervisor will work closely with management to ensure adherence to our attendance policy, supervise daily business activities and be an initial point of escalation for any agent or customer issues. This position is remote using a Virtual Desktop Interface (VDI), requiring a quiet, secure, and confidential workplace. Device Requirements: Applicants must have a personal computer (laptop or desktop) running Windows 10/11 or macOS, with at least 2 CPUs 1.6 GHz or faster, 8 GB RAM, and 25 GB free disk space. Devices must support Edge browser and multi-factor authentication. Internet Requirements: A consistent internet speed of 100 Mbps download / 40 Mbps upload would provide the best end-user experience. Additional Notes: Screen saver settings and multi-monitor configurations may affect VDI performance. Applicants should be comfortable adjusting device settings as needed, including disabling screen savers on the local computer. Job Duties and Responsibilities include: Responsible for creating, developing, and maintaining a positive customer service-centric culture that fosters motivation, positivity, and respect. Responsible for front line management of the day-to-day operations of the Contact Center. Supervising agents assisting callers with their Medicaid benefits, general inquiries and renewals. Responsible for creating and maintaining staffing schedules and documenting attendance. Responsible for maintaining staff personnel records regarding performance and attendance. Coaches and mentors’ staff on customer service best practices, policy, and program knowledge as outlined in the Tidal Basin st