Call Outsourcing Supervisor

Number of openings for this position

• 1

• Annual salary $50,000 - $60,000.

Schedule

• Monday to Friday.

The Supervisor shall supervise and direct a team of Call Outsourcing Center representatives for the property tax relief and any other calls that may be assigned by Taxation. This includes planning, training, motivating, evaluating, analyzing and directing a team. The Call Outsourcing Center Supervisor must have excellent communication and problem-solving skills. The Supervisor shall ensure that all information provided to the public is accurate and adheres to Taxation’s guidelines.

They must report all issues immediately to the Senior Manager/Project Manager and State Liaisons. The Supervisor must make recommendations concerning hiring, firing, advancement, promotion, or other changes of status for supervised employees.

• Strong leadership and coaching skills to develop high-performing teams.
• Expertise in handling high-risk transactions and ensuring regulatory compliance.
• Excellent communication skills and solution-oriented mindset.
• Handling incoming and outgoing calls with patience, tact and courtesy.
• Attend training and meetings to maintain current client information of regulations, policies, and procedures.
• Escalate call to management when necessary and appropriate.
• Adhere to client-specific policies including, but not limited to, confidentiality and privacy.
• Track call-related information for auditing and reporting purposes.
• Provide feedback on issues related to downtime and/or training issues.
• Contribute positively to a work environment that is flexible, adaptable, and team based.
• Be respectful and courteous while working in a fast-paced work environment.
• Maintain a positive attitude about workloads and expectations.
• Prioritize workloads to ensure timeliness and quality standards are met.
• Responsible for review and approval of representative timecards.

Information and Physical Security is the responsibility of every employee. In your position you are required to safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory – they should not be written down or stored where others can freely have access. This also includes securing your desk and workstation when you are not there – this includes locking your session and putting sensitive paperwork away when not physically at your desk.

You are not to share your username or password with anyone. The physical security of our offices is of equal importance, never shadow or let someone shadow your entry into a Coast Professional, Inc. facility – if this occurs, quickly report this action immediately. You are required to follow all Information Technology policies and procedures in regard to the management of your system accounts and equipment.

If you witness any security violation you should immediately report it to management.

• Bachelor’s degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

• Ability to work effectively in a fast paced and dynamic environment.
• Strong organizational and time management skills.
• Successfully pass pre-employment (post offer) background check.

Work may require frequent weekend and evening work.

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

While performing the duties of this position, physical presence in the workplace is essential. The employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this position include close vision, distance vision,…