Supervisor Communications Analyst

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Job Purpose: The Supervisor Communications Analyst will perform tasks which include, but are not limited to, assisting Manager Monitoring Operations with the staffing needs, work assignments and performance goals of Communication Analysts. This role will also be Communicating with the appropriate persons to resolve system issues as needed, using feedback from others to develop staff abilities and skills.

Essential Duties:

• Oversee the time management and team attendance for all reporting associates while communicating issues and needs to the Manager Monitoring Operations
• Maintain a master list of scheduling for team members, including absence request and schedule changes needed.
• Communicate direction to Communication Analyst.
• Troubleshoot, assist and report technical/system issues to the Manager Monitoring Operations
• Compile report of lost production hours during system outages
• Review audit reports to ensure Communication Analysts are meeting all goals and objectives.
• Assist or conduct as needed with interviews and give insight on candidates
• Assist with necessary training for new hires and seasoned associates
• Ensure coaching opportunities are relayed in a timely manner
• Work to ensure Morale and Culture is represented in each conversation had with Agents
• Perform other related duties as assigned.

Knowledge, Skills, and Abilities:

• Fluent in the use of Microsoft Excel
• Comprehensive knowledge of the principles of training, supervision, and management
• Ability to communicate effectively
• Ability to analyze and evaluate policies and procedures and formulate recommendations
• Ability to provide leadership and supervision to all staff
• Ability to manage change and achieve results
• Ability to work under time constraints
• Establish and maintain effective working relationships with staff Strong typing and organizing skills

Minimum Qualifications:

• High school diploma or equivalent
• 1 year of experience supervising or training a team of associates that analyzes and reviews various forms of communication (telephone calls, letters, email, electronic messaging, video visits, etc.)

Preferred Qualifications:

• Bachelor degree in Criminal Justice, Business Administration, or related discipline
• 2+ years of experience as a Communications Analyst to include a year of supervisory experience

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally, this position may need to reach, stoop, or kneel.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $43,888.00 - $45,602.33 per year
• Eligible for $255 to purchase company equipment (keyboard, monitor, headset, etc.
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

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Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.