Customer Service Supervisor

CF International (NASDAQ:ICFI) provides professional services and technology solutions that deliver beneficial impact in areas critical to the world's future.

The Contact Center Supervisor, reporting to the Operations Manager will provide leadership and execution for a Contact Center focused on stakeholder communication via outbound and inbound calls, emails and mailings. The successful candidate's responsibilities will include staffing, training, scheduling, production, mentoring, supervision, quality, and reporting as ICF delivers results and meets the requirements for contracted work. Having the ability, desire and experience to develop processes, lead and mentor others and perform the critical tasks associated with a Contact Center is crucial to success.

• Oversee all Contact Center operations, including but not limited to staffing, training and scheduling
• Develop and maintain an energetic, high performance Contact Center culture that inspires employee commitment
• Establish standards for call handling, service levels and performance monitoring measures
• Possess a sound understanding of the product offering

• Oversee shift staffing goals, ensuring all projects reach the recommended hours necessary to finish on time

• Ensure that all Contact Center performance and service standards are met in the areas of quality, call processing time, and productivity

• Collaborate with team members to craft solutions to meet customer needs
• Evangelize ideas that will help to resolve customer problems
• Help to prioritize the product roadmap with engineering, design, marketing and sales
• Document product functionality

• Minimum HS Diploma or GED
• 5 years of experience working in a call center, contact center or processing center environment (education may be substituted for experience on a year-for-year basis)
• Exceptional leadership, interpersonal and customer service skills
• Strong personnel management skills and experience including the ability to develop and motivate staff
• Team player with the ability to work in a fast-paced environment is a must
• Demonstrated ability to implement and develop strategies, build action plans, and set goals

• Strong ability to troubleshoot problems

• Proficiency with computer software programs including MS Office (Word, Excel, etc.)

• Must have excellent communication skills, both written and verbal
• Proficiency in Spanish is a strong asset
• Strong analytical, problem-solving and decision making capabilities
• Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude
• Ability to be flexible to handle multiple priorities

Preferred Skills / Experience:

• 5 years of management/supervisory experience in contact/call center
• Demonstrated ability to develop, implement and execute business processes Strong issue management and risk mitigation background