Contac Center Support Supervisor

**As Contact Center Support Supervisor**oversees the Contact Center support department, responsible for contact center support functions and all related personnel. Responsible for supervising the overall operations for ESP and CSS clients involving new and existing client relationships; This includes QA and compliance functions, resolutions inboxes, attorney representation confirmations, and special client escalations. The role ensures SLA adherence, accurate reporting, and provides leadership through training, mentoring, and audits. The supervisor also handles cease and desist requests, month-end reporting, account balancing, and develops and maintains work instructions.
Operations
40%- Monitor inboxes and consumer/contact center requests to ensure SLA compliance- Audit solutions provided by agents for accuracy and quality- Oversee and audit attorney representation confirmations- Handle cease and desist requests- Develop, maintain, and audit work instructions and procedures- Cre...