New York Relay Supervisor
Location: US, NY, Syracuse
Department: CSD Relay
Employment type: Full-time
Required experience: Not Applicable
Required education: Unspecified
Industry: Telecommunications
Function: Management
Company profile: Why CSD?CSD is not only a great place to work, but also to learn, grow and give back to the community. Our organization is made up of talented, motivated people from diverse cultural, educational and professional backgrounds. We believe in teamwork, shared ideas, and creating solutions together while respecting individuality and innovation. We seek out people who want to see their ideas put into action, are committed to making a difference and who believe that more is possible! Who We AreHere, you will discover colleagues who have passion for our company, our community, customers and each other, and that are led by a team of outstanding people who believe that more is possible from each and every one of us. 
Description: This position assists the Center Manager in managing the day-to day operations of the center. Supervisors are responsible for providing leadership and guidance to team members. Supervisors perform a variety of tasks including but not limited to encouraging and maintaining quality requirements, motivating to meet or exceed expectations in attendance, policy adherence, time management, and maintaining overall floor management.  Essential Functions:Define the highest level of quality service to all consumers and employeesProvide continuous feedback, support and assistance to employees regarding job performance.Responsible for managing team by providing coaching, development and by managing attendance, work performance and corrective action forms and assist with on-going training of CAs regarding technical and/or procedural changes.Responsible for managing the floor to meet Center Requirements which includes service occupancy, service levels and answer time.Maintain a positive work environment through day to day employee interactions and facility activities.Support employees in meeting or exceeding performance standards as outlined by state contracts, customer requirements and company standardsSupport Management in managing an efficient center which includes providing back-up CA duties when necessary (i.e. peak times, sick/vacation shortage, etc).Interface with relay consumers and obtain solutions to consumer issues. Receive customer commendations from consumers and ensure that recognition is provided to the appropriate Communication AssistantEnsure monthly surveys and ergonomic assessments are performed on all Communication AssistantsCollaborate with employees and staff to ensure that the established goals and objectives are met in a timely mannerKnowledge, Skills and Abilities:To perform the essential functions of this position successfully, an individual should demonstrate the following competencies: Working knowledge of Microsoft Office (Word, Excel, Outlook, Access, PowerPoint)Excellent communication skills as well as the ability to negotiate at all levelsKnowledge of Deaf Culture / ASLProven organization skills / human relations skillsHigh level of confidentialityGood grammar skills and typing skills for 60 wpm or betterPleasant personality and ability to work with people
Requirements: Bachelor’s degree in related field preferredPrevious experience in telephone operationsLarge team management experience strongly preferredExperience in a customer service oriented environment preferredStrong coaching, development and communication skillsMust be able to work various hours including weekdays, weekends, holidays and eveningsRelay service background highly desirableExperience with Deaf, Hard of Hearing and Speech Impaired customers a plus
Benefits: CSD offers a competitive benefits package for full-time employees. For a full list of benefits and perks, please visit the career page.Communication Service for the Deaf, Inc. is an Equal Opportunity Affirmative Action Employer and drug free and tobacco free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin, including individuals with a disability and protected veterans.
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