Call Center Supervisor
Foundation for California Community Colleges
full-time
Posted on:
Location Type: Remote
Location: California • United States
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Salary
💰 $70,304 per year
About the role
- Supervise and manage the daily operations of the call center staff, including reviewing employee performance
- Ensure all calls are handled professionally, accurately, and promptly, in accordance with company standards
- Provide continuous training and coaching to staff, developing and maintaining training materials and procedures
- Participate in the recruitment and selection process for all direct reports
- Manage performance reporting and documentation for direct reports, ensuring all necessary records are maintained
- Monitor calls for quality assurance purposes, providing feedback and coaching to ensure optimal performance and identify areas for improvement
- Oversee ongoing training initiatives and ensure the quality of all training efforts, including maintaining an up-to-date resource manual
- Proactively create and deliver reports and presentations for program leadership, partners, and clients
- Assist with queue management and handle calls or case escalations as needed to meet service level or call center senior leadership requirements
- Perform various administrative and operational duties as assigned by Senior Call Center Management
- Evaluate employee performance regularly and recommend actions, including disciplinary measures or performance improvement plans when necessary
- Contributes to team effort by completing other projects and tasks as assigned
Requirements
- Bilingual speaking abilities in Spanish and English preferred
- Exceptional supervisory, leadership, analytical & problem/resolution competencies, and skills
- Must be able to learn and acclimate rapidly to new requirements and expectations
- Analyze complex issues, evaluate alternative solutions, develop sound conclusions, and recommend an appropriate course of action
- Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning and other database programs, Google Suite, etc.)
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
performance reportingquality assuranceemployee performance evaluationtraining developmentcoachingrecruitmentqueue managementproblem resolutionanalytical skillsadministrative duties
Soft Skills
supervisory skillsleadershipcommunicationteam collaborationadaptabilityanalytical thinkingproblem-solvingfeedback deliverycoaching skillstime management