Customer Information Center Supervisor jobs in Louisville, KY

We create communities where employees thrive in their work, helping our residents thrive in their homes.

We strive to enhance the lives and exceed the expectations of those we serve every day. To do this, we cultivate the diverse talents of our team members in order to achieve something together that they could not do alone.

Atria Senior Living’s family of brands has immediate openings for individuals looking for a career with competitive pay and outstanding benefits, including:

• Paid holidays and PTO
• Benefits include: Health / Dental / Vision / Life Insurance
• 401(k) employer match
• Tuition reimbursement

• 
  Enrollment in benefits varies by employee classification; anniversary reward amounts vary by location

As a valued team member at Atria, you’ll work in a supportive environment that provides advancement opportunities and promotes a healthy work-life balance. Apply now!

• Ensure Contact Center Specialists understand and comply with all call center objectives, performance standards, and policies.
• Hire, train, coach, mentor and prepare Contact Center Specialists to respond appropriately to inbound customer communication and troubleshoot problems.
• Evaluate Contact Center Specialist performance, providing long-term and proactive learning and coaching opportunities, and motivating the Contact Center Specialists.
• Perform regular contact center operational reviews including, but not limited to, daily lead flow review, audits to ensure data accuracy, weekly individual performance reviews, customer interaction, sales performance, and back-office production work.
• Perform weekly call quality review sessions with each Contact Center Specialist, and live monitor calls 1 hour per day. Provide one-on-one coaching, both in real-time and during scheduled training sessions, with each Contact Center Specialist.
• Act as a primary point of contact for the Contact Center Specialist Team.
• Create and maintain department SOPs and train team members on new procedures.
• Prepare reports and analyze data to assist and inform management.
• Manage Contact Center workflow and scheduling including, but not limited to, setting Contact Center schedule & ensure shifts are fulfilled, PTO tracking and approval, timesheet, and payroll monitoring.
• Work with Call Center Manager and Customer Experience management team members to support Contact Center Specialists and maximize customer satisfaction.
• Work on special projects as needed.
• Execute performance reviews in accordance with Company expectations.
• Work contact center call overflow and other activities as needed.
• Identify operational challenges and suggest and implement improvements.
• Work with leadership on performance concerns and deliver corrective action plans as needed.
• Responsible for interviewing, hiring, training, developing, and evaluating assigned staff.
• May perform other duties as needed and/or assigned.

• High school diploma or equivalent required.
• Minimum two (2) years in a Call Center environment, preferably in a Supervisory role or with some experience providing coaching and feedback to team members preferred.
• Minimum one (1) year of consultative sales experience (direct, indirect, or suggestive) or customer service experience preferred.
• Strong knowledge and understanding of the senior living industry preferred.
• Exceptional verbal and written communication skills.
• Proficiency using technology, especially computers, software applications (including word processing, spreadsheets, and presentations), phone systems, and staff management applications.
• Ability to maintain a sense of order while handling multiple tasks.
• Excellent problem solving, leadership, and customer service skills.
• Must successfully complete all company specified training programs.
• Must be available to work nights, weekends, and holidays as needed.