NC Department of Vital Statistics Call Center Supervisor

NC Department of Vital Statistics Call Center Supervisor

Position title: NC Department of Vital Statistics Call Center Supervisor

Reports to: Director of Professional Services

Supervises: Team of Customer Service Representatives

Position summary:

The individual in this role is responsible for the supervision of a team of 8 Customer Service Representative’s for the NC Dept of Vital Statistics contract. This contract is responsible for supporting a wide range of customer support work-types for help desk inquiries and assistance within and for the NC Department of Vital Statistics.

Essential Duties and Responsibilities:

• Assist business partners, including funeral homes, LHDs, medical certifiers, and registers of deed with technical and system support.
• Troubleshoot systems and provide technical assistance to business partner users.
• Assist individuals seeking to place a Certificate Order
• Provide an update on an Order Status.
• Answer any questions related to general frequently asked questions.
• Assist individuals related to application requirements.
• Assist in overseeing the day-to-day responsibilities of call center calls, ticketing system, and coaching/counseling the assigned call center staff.
• Experience with monitoring staff production and performance to meet metrics and goals.
• Provide ongoing coaching and feedback to staff to improve quality assurance.
• Identify and coordinate staff training needs to ensure uniform, professional, and accurate responses.
• Plans and organizes the daily operation of the vendor's call center staff, including scheduling staff and reviewing attendance.
• Analyzes and trends inquiry types to identify process improvement opportunities, including the development of educational material for staff.
• Will be responsible for providing and maintaining the required skill level of staffing required.
• All other duties as assigned.

Knowledge and Skills:

• Advanced Level knowledge of Microsoft Office applications like Word Exec, PowerPoint, etc.
• Experience preferred but not required using Dynamics 365 for ticket tracking and Cisco Webex IVR or similar call center tools.
• Experience providing executive-level reporting and metrics for inbound and outbound calls, emails, and tickets.
• Demonstrates analytical, critical thinking and problem-solving skills.
• Able to handle multiple tasks and shifting priorities in a challenging environment.
• Willing to render extended work hours as necessary.
• Excellent communication and interpersonal skills.

Education and work experience:

• Bachelor’s degree in a related field required.
• A minimum of 2 years in a call center environment required.
• A minimum of 2 years in a leadership role required.

ISO 5.3 – Organizational roles, responsibilities and authorities: IFB employees have the responsibility and authority to ensure to produce first quality products that meet our customer requirements.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. IFB Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, and disability or genetics