Call Center Supervisor 

by | Aug 24, 2022 | Uncategorized

Job Description

Note from FlexJobs Staff: Employer states this position will be remote in the following states: Florida, North Carolina, Tennessee, Texas, Pennsylvania, Indiana, Michigan.

Call Center Supervisor (Work From Home)

Job Category: Operations

Requisition Number: CALLC001315

Full-Time

Location: Ocala, FL 34470, USA

Description

We are looking for a Call Center Supervisor to help lead our call center workforce. The successful candidate will have prior supervisory experience preferably in a call center and/ or working with a remote team. You will be responsible for the following which includes but is not limited to:

Monitor and Continually Improve Team Efficiency

  • Run/Analyze KPI reports and post daily for Customer Service Reps (CSR) to see performance from a previous day
  • Coach low performers

Team Member Supervision

  • Run attendance, add occurrences and deliver warnings as needed
  • Supervise new hire mentoring in 1st 90 days to ensure smooth transition
  • Check QA accountability tracker and coach Team Members within 72 hours
  • Keep records up to date for Team Members (Attendance, QA, Adherence, etc.)
  • Ensure all Ansafone policies are being followed

Team Member Development

  • Conduct regular 1:1 Team Member meetings
  • Provides 90-day reviews to new hires, and annual reviews to direct reports
  • Help Team Members establish improvement goals and monitor progress
  • Address Team Member concerns within 24 business hours
  • Coach Agents on Client complaints within 24 business hours

Maintain cross departmental relationships

  • Ensure visibility of clients’ needs / expectations
  • Demonstrate a sense of urgency regarding client needs
  • Review and respond to emails in timely manner
  • Coordinate training reviews for modules
  • Assist as a SME for internal communication/projects involving clients

Additional Responsibilities

  • Report all IT issues with CSR PC’s
  • Provide reporting for incentive contests
  • Communicate/Escalate Operational challenges to Leadership as needed
  • Attend Team meetings
  • Assist Shift Leaders with floor management
  • All other responsibilities, as assigned

Education and Experience

  • A high school diploma or GED is required.
  • 3+ year minimum of Call Center Leadership

APPLY HERE

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