Supervisor Inmate Contact Centers- Tarboro, NC
Lumen
Job Info
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen's network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
This is an entry-level Supervisor responsible for managing approximately 10-20 Verification Representatives who suppor the Texas Friends and Family Enrollment Center.
The Supervisor coaches/manages the specific work functions and processes performed by employees who handle the customer validation process.
The Main Responsibilities
- Supervises a team of verification representatives responsible for customer validation, troubleshooting, interaction with TDCJ and Securus Billing Services.
- Recruits, hires, and develops a team; constantly builds team cohesiveness.
- Handles all aspects of performance management for the employee base including accuracy of verifications – phone and processing of manual enrollments, call quality, call access in an ACD environment, monthly results, disciplinary matters, etc.
- Conducts root-cause analysis, identifies continuous improvement methods, implements process improvements within the team environment
- Works effectively in a fast paced environment and develops creative solutions to meet customer needs
- Recognizes and manages escalations according to the process
- Available for a rotating on-call manager schedule and different shift hours to meet supervisor coverage for the center
What We Look For in a Candidate
Required
- Bachelor's degree or equivalent experience
- Demonstrated success leading teams and managing projects
- Excellent Communication - Verbal and Written
- Outstanding time management and ability to oversee multiple priorities
- Ability to manage people remotely
What to Expect Next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
Requisition #: 241736
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
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