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PRWT Services, Inc. Logo PRWT Services, Inc. · Call Center

Call Center Supervisor

United States, Philadelphia · Job Posted December 11, 2025
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Job Description

Customer Service Associate is responsible for providing assistance to customers via the Call Center in a timely manner. Position is conveniently located within Center City Philadelphia.

Job Responsibility

  • Enforce company and department policies and procedures
  • Maintain verbal, written email to manager regarding department
  • Prepares work schedule to expedite workflow
  • Maintain staff personnel file which include time and attendance records
  • Completes daily and weekly payroll
  • Monitor all lunch and break records
  • Responsible for coaching, counseling, and /or corrective actions of staff
  • Responsible for staff motivation
  • Responsible for staff development and training
  • Complete telephone and correspondence monitoring to assure accuracy and quality
  • Monitor staff efficiency standards daily
  • Assist staff with job duties when needed
  • Answer inbound calls daily
  • Handle escalated citizen situations which include telephone calls, correspondence, and webmail
  • Assigns duties and examines work for accuracy
  • Maintain communications with all clients via verbal and email when necessary
  • Attend calibrations sessions with client(s)
  • Follows up requests with clients
  • Completes daily, weekly, and monthly departmental reports
  • Keep record of all departmental work completed
  • Make necessary corrections/changes of any errors
  • Monitor and maintain staff, IVR and ACD system functions
  • Communicate with client in absence of Manager
  • Other duties as assigned

Requirements

  • Excellent communications skills with the ability to speak clearly and accurately respond to citizens
  • Ability of effectively communicate in a courteous and professional manner
  • Ability to learn and apply knowledge accordingly
  • Must be reliable, on time and in attendance on a daily basis
  • High School diploma or general education degree (GED)
  • Possess at least three (3) years prior experience in the performance of call center functions
  • Possess at least two years previous supervisory/management experience
  • or equivalent combination of education and experience
  • Ability to read, write, and understand English and/or Spanish
  • Ability to add, subtracts, multiply and divide
  • Sitting and/or standing for long periods
  • Must be available to work between the hours of 8:30am and 5:00pm, Monday – Friday
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