LOCATION:ON-SITE IN MADISON, WI POSITION CONTINGENT UPON AWARD OF CONTRACT SUMMARY: Coordinate department activities and special projects. Supervise staff in accordance with company policies and procedures. ESSENTIAL FUNCTIONS: • Coordinate department activities and special projects to ensure quality and meet timetables. • Evaluate department processes. Recommend and coordinate needed changes based on process analysis. • Direct staff in the development, analysis, and preparation of reports. • Supervise staff in accordance with company policies and procedures. • Assist staff to resolve complex or out-of-policy operation problems. • Conduct quality assurance calls with facilities to determine the level of service and make adjustments as necessary • Attend meetings with facilities as necessary • Conduct interviews, hire new staff, and provide employee orientation. • Coach and provide career development advice to staff. • Establish employee goals and conduct employee performance reviews. • Responsible for staff scheduling to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations. • Schedule and conduct staff meetings. • Responsible to meet department productivity and quality goals. • Communicate with other Supervisors and Managers. • Serve on committees and teams as a department representative. • Complete human resource paperwork. • Other duties as assigned. QUALIFICATIONS REQUIRED: • Two or more years of Customer Service experience in a Call Center • Basic reading, writing, and arithmetic skills required • Demonstrated excellent interpersonal communication skills • Knowledge of creative educational and training techniques • Strong leadership skills • Strong computer skills. Proficiency and speed working in all Microsoft Office products • Demonstrated ability to assess individual and departmental needs and execute effective strategies to address those needs • Strong organizational skills, including time management and documentation • Knowledge of telephone call center systems MINIMUM REQUIRED EDUCATION: • High school diploma or equivalent.