Call Center Supervisor (Work From Home)

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)