Call Center Operations Supervisor
TP
Job Level
Junior
About the role
- Develop and facilitate progression and enhancement training for new hires to meet and exceed client needs and requirements
- Coordinate new hire, progression and enhancement training
- Train new and existing employees on client projects emphasizing customer confidentiality and security
- Develop non-classroom communication and training materials
- Assess individual participant and class performance
- Participate in minor client interaction including curriculum feedback and client visits
- Demonstrate the highest standards of ethical and professional conduct in dealing with new employees
- Thrive as a team player in a fast paced, high energy, change oriented environment
- Ensure all policies and procedures are adhered to including Security, HR, Operations
- Perform other related duties and assignments as required and assigned by supervisor or manager
Requirements
- Minimum 1 year call center supervisory or training experience in high paced customer focused environment
- Six months previous Customer Service Experience
- Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others
- Solid organizational, administrative, leadership and time management skills
- Demonstrate personal ownership of tasks and follow through
- Enthusiastic and comfortable speaking in front of large groups of people
- Patience with various types of learners
- Skilled in determining why and how tasks should be handled to effective completion
- Proven experience in overcoming unexpected difficulties and using logical problem solving skills
- Excellent written and verbal communication skills
- Prior training curriculum development (instructional design) experience preferred
- Must have availability to work various shifts influenced by current business needs
- College degree preferred or equivalent work experience required
- High school diploma or GED required
- Must pass background and drug tests
- Soft Skills: Process Excellence; Collaboration; Communication; Emotional Intelligence; Open-Mindedness; Critical Thinking; Solution Orientation; Entrepreneurship; AI Proficiency; Data Literacy
