Workday in the Call Center
Supervisor Call Center (Current Employee) – San Antonio, TX – June 3, 2016
Access operating/application systems for start of day, generate cash drawers, review emails/calendar, review attendance report, ensure associates have logged into operating/application ready to take calls at 8:00am. Monitor CSA's hourly work, answer questions relating to customer inquiries; provide feedback to csa's. Report staffing data; answer/resolve escalated issues. Schedule attendance, training, lunch/break times for csa's. Interact/communicate with various departments within SAWS to ensure adherence to procedures. Document processes and procedures and validate for accuracy. Process stat reports and provide weekly information to management and employees. Process time keeping records, administration of time off requests. Meet with management to discuss daily stats, issues and overall key performance indicators. Address additional issues that may arise daily.
The diverse employees I work with and mentor.
Limited advancement opportunities.