CTAP Supervisor
Location: US, CA, Stockton
Department: CTAP
Employment type: Full-time
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: Supports the Center Manager in the day to day operations of the Equipment Processing Center in a manner which encourages an excellent level of customer service and innovative processes coupled with high employee morale while contributing to the fiscal growth of CSD Relay.Ensures that the highest level of quality service is delivered to all consumers.Ensures that each CTAP Certified Agent has the skills and knowledge necessary to provide excellent customer service.Ensures all call metrics are consistently metConducts performance reviews, coaching sessions and recognition activities for CTAP Certified Agents for which they are responsible.Ensures all Contact Center Polices are adhered toContributes to employee programs to provide a positive working environment.Contributes to overall safety of workplace.Ensures that the center is operating efficiently within budget guidelines.Meets all customer expectations and company standards.Promotes good attendance while projecting a professional image.Provides support to CTAP Certified Agents and Customers while on floor duty.Writes and prepares quality documentation as required.Work with warehouse personnel to gain a complete understanding of all warehouse operations that pertain to CTAPWork with CCAF to ensure a complete understanding of all required reportingBecome completely familiar with warehouse contractual obligationsWork with the warehouse to develop procedure and process improvementsDevelop and provide monthly reports to CCAF staff and EPC ManagementDocument penalties as appropriateVisit the warehouse not less than 4-times each month to review processes and efficiencies to ensure proper procedures are followed and to explore process improvementsProvide weekly reports of findings during warehouse visitsRespond immediately to warehouse requests for additional information or directionMaintain daily contact with the warehouse SupervisorPerforms other duties as requested by the Center Manager.
Requirements: Bachelor’s degree in a related field or equivalent experience.1-3 years of previous contact center experiencePrevious supervisory experience preferred.Strong coaching, development and communication skills.Proven organizational skills/human relations skills.Customer service experience.Ability to work nights, weekends and holidays.
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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