Call Center Supervisor

UniqueSource is searching for a new team member to join our organization!

Overview

The Call Center Supervisor is responsible for leading successful call center operations. The person is responsible for managing processes, delivering quality resolutions, and providing as a point of contact for internal and external stakeholders. The Call Center Supervisor provides supervisory oversight of call center Information Specialists.

Essential Responsibilities and Duties

• Manage Photo ID internal call center operations.
• Manage Information Specialists including but not limited to work schedules, coaching, conducting performance reviews, corrective action and conducting one-on-one and other meetings.
• Provide as a designated point of contact for PennDOT employees regarding real time or escalated PID site events.
• Provide as central point of contact for internal communication and operations as it relates to Call Center priorities.
• Conduct quality monitoring of Call Center phone calls and other outputs.
• Performs analysis to identify trends regarding downtime against liquidated damages on monthly invoices.
• Oversee and verify discrepancies of photographic identification processing against liquidated damages on monthly invoices.
• Manages direct labor invoicing including but not limited to collecting inputs from members, reviewing for accuracy, facilitating error resolutions, and submitting to finance department.
• Develop and facilitate business process solutions, communications, and documentation in support of field operations.
• Resolve escalated and/or complex client issues as needed.
• Manage staff performance; training and professional development; coaching; safety; and ethics.

Required Education and Experience

• Associate degree or combination of high school diploma or equivalent with more than 2 years of call center operations experience.

Preferred Education and Experience

• Experience supporting and organization with regional offices.
• Background working with state or federal offices and understanding of administrative tasks, including billing, or communications through those offices.

Additional Knowledge, Skills and Abilities

• In-depth knowledge of principles, procedures, and best practices in call center operations.
• Strong business acumen with a broad understanding of fundamental business and management principles.
• Strong supervisory and leadership skills.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to work independently as well as set and manage a schedule that accomplishes the goals of assigned territory.
• Ability to multi-tasks effectively while managing multiple projects, tasks, and concurrent deadlines.
• Demonstrate exceptional attention to detail on following instructions from team members or partners including but not limited to managing communications, following project plans, and following up on customer issues.
• Strong organizational and time management skills.
• Excellent customer service skills.
• Ability to be a service-oriented professional who takes ownership of issues, engages others as may be needed in pursuit of resolutions, and follows through to the closure of issues.
• Excellent verbal and written communication skills.
• Ability to facilitate effective meetings and presentations with staff members and clients.
• Ability to interact with staff, partners, and the general public in a professional manner and follow through with requests.
• High proficiency with use of an electronic CRM and database system.
• Ability to recommend, use, adopt and implement technology to enhance overall business performance.
• Strong proficiency with MS Office Suite, specifically MS Outlook, Excel, Word, and PowerPoint.

About UniqueSource Products & Services, Inc.

UniqueSource® is a Pennsylvania-based nonprofit designated as the Commonwealth’s Central Nonprofit Agency under Section 520 of the PA Procurement Code. We connect individuals with disabilities to meaningful employment opportunities by coordinating the sale of quality goods and services to state and local government customers.

Everything we do is guided by our mission to create sustainable jobs, strengthen local economies, and promote inclusion. We work with a network of over 60 Member organizations across the state, empowering people to work, earn, and thrive in their communities.

Why Join UniqueSource

• Be part of a respected nonprofit driving economic inclusion for Pennsylvanians with disabilities.
• Work in a collaborative, flexible, hybrid, and purpose-driven environment.
• Play a leadership role in shaping how UniqueSource tells its story across Pennsylvania and beyond.
• Excellent Benefits, Competitive Pay, & Culture Committed to Our Core Values.

Job Type: Full-time

Pay: $57,168.10 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: Hybrid remote in Mechanicsburg, PA 17050