Budgeting Supervisor jobs in Port Saint Lucie, FL

We are looking for a Call Center Supervisor with call center supervisory experience. Our ideal Supervisor should have work experience in B2B/MDU operations as well as supervising at least 18 direct reports. This role includes, but is not limited to performance management, productivity assessment, coaching, cross-functional communications, and oversight of 18 direct reports. A successful B2B/MDU Care Supervisor will collaborate with Operational Leaders and Client Managers on a regular basis and proactively identify areas in need of improvement for frontline agent performance. Ultimately, the responsibilities of the Supervisor is to ensure you are driving your team members to exceed targets of KPI (key performance indicator) performance, productivity, efficiency and profitability through sound management practices as well as consistent and fair coaching in order to sustain long term relationships with our clients and employees. The Supervisor will be responsible for using effective methods and strategies to build relationships and motivate employees to drive retention in a fast paced, ever-changing environment. Supervisors must be able to accommodate flexible shifts of 40 hours or more.

Operational Responsibilities

• Maintain team adherence to processes policies, rules, and regulations in place by both iVox and our clients.
• Serve as liaison for frontline agents with operations management
• Assist Operations Manager in miscellaneous reporting for assigned campaign
• Accountability to the questions or concerns raised by iVox and their clients regarding your team’s performance
• Diligent attention to solve the grievances of the employees
• Maintain professional relationships and communication via various channels with peers and upper management (Methods examples - weekly staff meetings, email, face to face interactions, 1x1, huddles chat, etc.)
• Prioritize tasks daily, weekly, monthly and quarterly in line with company objectives

• Flexibility where needed for schedule adjustments and overtime needs
• Performs other related duties as assigned.

Supervisor Responsibilities

• Drive performance, report results, and reward and hold accountable when required
• Manage employee productivity and implement improvements were needed

• Provide constructive and timely coaching and feedback as well as performance evaluations
• Provide discipline and termination of employees as needed in compliance with policies
• Performs other related duties as assigned.
• Maintain positive attendance and retention results.
• Manage daily documentation of employee interactions
• Ensure agents follow client procedures and call expectations to meet Compliance and QA Performance Targets
• Encouraging, supporting, motivating agents to surpass their potential
• Ensuring that agents follow adhere to their schedules consistently
• Providing coaching and guidance to direct reports as needed to asses situations to reach the appropriate resolution
• Handling escalated customer calls, complaints, questions, and inquiries as needed
• Effective use of the iVox FIRE Coaching model for agent interactions to determine root causes and effective action plans for improvements
• Data Analysis of performance trends and opportunities
• Escalates unresolved issues to management and the client as needed
• Meets commitments to direct reports and appropriately follows up
• Maintains professional relationships and communication via various channels with direct reports (Methods examples - email, face to face interactions, 1x1 coaching sessions, huddles chat, etc.)
• Performs other related duties as assigned.

Required Skills and Abilities

• Proven work experience as a People Leader
• Thorough understanding of call center operations and best practices, as well internal policies
• Excellent communication (verbal and written) and interpersonal skills with ability to maintain composure and remain articulate under pressure. Understand the impact of attitude in handling conversations professionally
• Excellent organizational skills and attention to detail with ability to respond to requests quickly and efficiently
• Exceptional listening, decision-making and analytical skills
• Excellent time management skills with a proven ability to meet deadlines.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks
• Ability to function well in a high-paced and at times stressful environment.
• Punctual, meticulous and reliable
• Strong relationship builder and communicator with experience leading diverse work teams
• Demonstrates integrity, strives for excellence in their work and has experience of leading others to new levels of effectiveness
• Ability to create an environment that motivates employees
• Provide a favorable attitude toward change and continuous improvement as well as commitment to bottom line profit
• Ability to anticipate problem areas in advance
• Capable of solving simple to complex personnel problems
• Ability to manage risk and safety appropriately
• Ability to set a professional example by showing leadership qualities
• Strong knowledge of customer care techniques and processes
• Stress tolerance by communicating appropriately with different customer behavior types
• Apply the proper etiquette to satisfy various employee situations
• Ability to use several computer programs at once while dealing with agents and/or customers on the phone

Employment Requirements

• High school diploma/GED or higher education
• Background check, including employment verification, criminal history required.
• 3 plus years’ experience in a call center environment
• 2 plus years’ experience in leadership/supervisory roles
• 1 year experience in a B2B role
• Schedule Flexibility AM/PM, Weekends and Weekdays where needed.
• Ability to type 25 wpm
• Ability to work on site full time
• Proficiency with Microsoft Office Suite or related software.