Supervisor, Contact Center

A DAY IN THE LIFE OF A SUPERVISOR, CONTACT CENTER

As a Supervisor for First Onsite's Contact Center, your leadership skills play a pivotal role in creating a positive team environment and motivating staff to excel. You oversee shift operations for Contact Center Agents with a focus on call-processing activities, scheduling, and quality assurance and lead by example as you not only follow but uphold standards established by First Onsite, State, and Federal entities. You seek opportunities to maximize efficiency and make valuable recommendations for improvement as you analyze key performance indicators (KPIs) and staffing levels. You are actively involved in matters of recruiting, training, hiring, and attrition in partnership with Human Resources. By setting realistic expectations and timelines, you provide guidance and ongoing support to your team, fostering a positive work environment that encourages growth and career development. You analyze data within a limited time frame and quickly identify areas for improvement, allowing you to leverage these insights to develop strategies for operational actions and alternatives to drive success while meeting company goals and objectives.

QUALIFICATIONS

• Two or more years of experience in a Contact Center or customer service environment
• College degree preferred
• Prior leadership role in a customer service or contact center environment preferred

First Onsite provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

First Onsite (and its Companies) participates in E-Verify. We will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS) with information from each new employer's Form I-9 to confirm work authorization.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Third party resume submissions not accepted. Any resume submitted will be considered the property of THE COMPANY, and THE COMPANY will not be held liable to pay a placement fee.