Career Evolutions is searching for a Call Center Supervisor for a global B2B marketing company in Austin, TX. Full-time, direct-hire opportunity with compensation up to $45,000.
Job Title: Call Center Supervisor
Job Summary: You will supervise all Client Care accounts in the call center. You will be assigned to specific accounts or lines of business by the Operations Manager and is responsible for the care of the agents assigned to them. Your key responsibilities are in leading the assigned teams of inbound and/or outbound agents with f focus on staffing, staff attendance management, performance management, reporting, counseling, and maintaining account quality levels.
Responsibilities:
Agent Supervision: Monitor and evaluate performance of agents including Professionalism, Quality Scores, Account Metrics, Attendance/Adherence. Develop coaching packages, deliver weekly evaluations and performance assessments, provide assistance and on the job coaching, and ensure adherence to company policies.
Team Productivity and Quality: Drive improvements in overall service levels, transaction efficiencies, and cost control. Track and measure individual and team productivity and quality results, review and audit calls per management and contract requirements, and attend weekly/bi-weekly calibrations.
Interviews / Hiring / Coaching: Conduct interviews for new hires, provide effective coaching that results in positive outcomes, have weekly one on one meetings with each team member, and analyze and verify agent product and job knowledge.
Employee Moral / Support: Communicate all corporate and site initiatives to agents in a timely manner, update all communication boards for account, and provide leadership to agents and build an environment of trust and openness.
Leadership and Management / Supervision: Ability to lead, motivate, and direct the activities of other employees in order to achieve objectives, project schedules, and team goals and to complete assignments within established time frames and specifications.
Requirements:
Bachelor’s Degree
Thorough understanding of Contact Center operations
Ability to work within a dynamic fast paced atmosphere
Understanding of and ability to execute inbound call programs to insure service levels are met within financial obligations
Ability to present ideas and to communicate in writing, through emails and reports, or orally, with reasons and data to support actions taken
Ability to lead, build teams, motivate staff, and foster a positive and production work environment.
Ability to track and report KPI’s in support of call center operations
Highly proficient in Excel, Word, and other office products.
Ability to plan, organize, and prioritize multiple and simultaneous call center related projects and programs in a changing corporate environment.
