Supervisor Telephone Operator bei Cherokee Nation

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leads a team of telephone operators through effective goal setting, delegation and communication, offering guidance, coaching, and support as needed.
• Ensures all calls are handled efficiently and professionally, adhering to Cherokee Nation’s core values, policies and procedures.
• Develops and implements training programs to equip operators with the necessary skills and knowledge to succeed.
• Plans, organizes and coordinates the day-to-day activities and schedules of Telephone Operators to ensure the timely and effective development and implementation of operations and activities.
• Reviews individual and team performance, including tracking performance trends, creating performance appraisals and providing feedback to subordinate staff and management, making suggestions for improvements as necessary.
• Develops and maintains policies and procedures to improve overall performance.
• Resolves complex customer service issues by handling escalated calls and ensuring thorough follow-through to achieve timely and satisfactory resolution.
• Monitors real-time and historical reports to ensure service standards are met and prepares performance reports.
• Acts as a liaison between operators and management, communicating relevant information and addressing issues or concerns.
• Participates in the hiring, training, and evaluation of new telephone operators.

LEVEL OF RESPONSIBILITY

·         Performs work under minimal supervision.

·         Handles complex issues and problems, referring only the most complex issues to higher-level staff.

·         Possesses comprehensive knowledge of subject matter.

·         Provides leadership, coaching, and/or mentoring to a subordinate group.

QUALIFICATIONS

·         High School diploma or general education degree (GED; no exceptions.

·         At least five (5) years of experience in a related field.

COMPETENCIES

·         Interpersonal Skills

·         Customer Service

·         Analytical Prowess

·         Financial Acuity

·         Spreadsheet and Word Processing software

·         Technical Proficiency

·         Leadership and Team Management

·         Problem-solving

·         Strong Communication

·         Internet software

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear; reach with hands and arms. The employee is occasionally required to stand and walk. The employee may lift and /or move up to 10 pounds occasionally.

CERTIFICATES, LICENSES, REGISTRATIONS

Must possess a valid driver's license with a driving history verified through a motor vehicle report that meets requirements for Cherokee Nation underwriting rating.

OTHER REQUIREMENTS

The employee must not be and will not be under sanction by the United States Department of Health and Human Services Office of the Inspector General (OIG) or by the General Services Administration (GSA) or listed on the OIG's Cumulative Sanction Report, or the GSA's List of Excluded Providers, or listed on the OIG's List of Excluded Individuals/Entities (LEIE).

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