Morphotrust USA Call Center Supervisor in Des Moines, Iowa

Call Center Supervisor

Tracking Code

4083-758

Job Description

This position is responsible for applicant appointment scheduling. The Assistant Supervisor is responsible for assisting the Call Center Supervisor with additional responsibilities.

Essential Job Functions (includes but is not limited to):

  • Provide appointment-scheduling services to applicants via phone, fax, & web site.

  • Provide excellent customer service.

  • Provide directions to fingerprint locations.

  • Provide basic answers to applicants with questions about fingerprinting processes.

  • Provide basic problem solving for applicants with questions or problems.

  • Provide follow up services such as faxing of receipts, forms, general information, and price sheets.

  • Assist with contacting applicants when rescheduling or canceling of appointments is required.

  • Assist with retrieving, logging, and returning voicemail.

  • Assist EO’s and other departments when necessary

  • Assist CSR’s with escalated questions and/or concerns.

  • Actively participate in training of new CSRs.

  • Able to utilize computer or other resources to provide detailed directions when needed.

  • Able to add, change, & close schedules, as well as able to print schedules & results.

  • Able to adhere to all company and departmental employment policies.

  • Represents the company in a credible and positive manner.

  • Responsible for upholding the principals of confidentiality as they relate to this position.

  • Monitor daily productivity of staff

  • Ensure team is properly staffed to handle call volume.

  • Provide yearly performance reviews for all CSR’s within team.

    Note: In addition to the Essential Functions, also performs similar work-related duties as assigned.

Required Skills

  • Maintain good attendance history

  • Must be punctual and be able to follow daily schedule for breaks and lunches.

  • Demonstrated customer service skills.

  • Ability to operate computer, fax machine, telephone, and time clock.

  • Demonstrated typing proficiency.

Required Experience

  • High school diploma or equivalency degree

  • 1-3 years customer service or administrative experience.

  • Previous supervisory experience.

Travel Requirement, Working Conditions and Physical Demands:

Travel Requirements, such as:

  • Travel not required.

Working Conditions, such as:

  • General office environment. The work area is adequately lighted, heated, and ventilated.

Physical Demands, such as:

  • Office environment where the employee may sit comfortably to do the work. Some walking, standing, bending, reaching, and carrying of light items such as papers, books, small parts; driving an automobile, etc. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment.

  • The work requires light physical effort with frequent lifting and/or moving of materials in the 10-30 pound range and occasional lifting up to 50 pounds. Requires manual dexterity and ability to manipulate small objects. May require normal range of hearing and vision to operate machinery.

Must be eligible to work in the U.S.

IDEMIA is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex,

sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.

Job Location

Des Moines, Iowa, United States

Position Type

Full-Time/Regular

Access Level

2 - Open to US Citizens (dual citizenship permitted)