Operations Supervisor

Role Overview

• Coordinate and help supervise the daily activities of the call center including selection, training, staffing, scheduling through the workforce management system, and maintaining quality standards.
• Supervise by virtual “Zoom walkaround” (all business is WFH); be readily available to assist staff with escalated calls, customer concerns, and technology issues.
• Keep Teammates motivated and engaged toward meeting individual and team goals.
• Work collaboratively with the Talent Manager and provide management direction in their absence.
• Participate in interviews, make hiring recommendations to the Manager, deliver training to staff, provide input to performance evaluations, and recommend disciplinary action to the Manager.
• Develops a team environment that fosters growth and the desire to help others.
• Ability to perform all Call Center duties and functions and can identify system/process gaps to drive improvements.
• Assist in meeting monthly key Contact Center performance goals for customer satisfaction, quality, productivity, and key performance indicators (KPIs).
• Report system, customer, or operational issues that impact service quality with a strong awareness of internal client relations and external customer experiences.
• Establish and maintain open lines of communication with direct reports, peers, upper management, Quality and IT, and all other areas of the company to facilitate problem solving.
• Participate in calibration sessions with Teammates, Quality Analysts and Workforce Analysts; coach Teammates regarding needed improvements.
• Responsible for data collection, analysis and quarterly/ad hoc reporting.
• Make recommendations to Leadership Team for procedural changes to increase efficiency.
• Other administrative duties and special projects, as assigned by Leadership.

Requirements

• Two-year degree from an accredited university; Four-year degree preferred; or experience in lieu of degree
• 5 or more years of Contact Center experience, with at least 2 years of leadership or supervisory experience in a Contact Center
• Highly developed verbal, interpersonal, and written communication skills
• Positive attitude and ability to maintain a friendly, professional, and courteous demeanor while assisting customers, clients, and co-workers throughout the day
• Demonstrated accuracy with consistent attention to detail
• Possess independent judgment, discretion, and initiative in the absence of specific directions from management
• Strong grammatical and typing/data entry skills with an emphasis on accuracy
• Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of customer service
• Organized with excellent time-management skills
• Maintains professional and technical knowledge
• Advanced knowledge of procedures across multiple customers
• Advanced knowledge of all working systems
• Demonstrated proficiency in resolving customer complaints and escalations
• Experience coaching/mentoring and motivating teams to achieve set goals
• Proven ability to produce detailed system issue reports
• Demonstrated proficiency in reporting and analyzing key contact center metrics
• Experience utilizing workforce management solutions to project and maintain staffing levels
• Ability to multi-task, communicate effectively, and remain organized and focused
• Ability to follow documented protocols
• Ability to meet and motivate team members to meet goals and targets
• Unquestioned ability to perform the role with complete integrity and autonomy
• Ability to provide positive/negative coaching feedback with an emphasis on skills development

Benefits

• Competitive Salary
• Quarterly Performance and Retention Bonuses
• Comprehensive Health, Vision, and Dental benefits after 1 year
• Paid vacation, personal time, and holidays
• Employee Assistance Program (EAP)
• Opportunity for career development
• Lifelong Learning Classes through SMDigital University
• Professional Leadership Development Courses
• Business casual dress
• Fun & exciting work culture