TP

Call Center Operations Supervisor

TP

full-time

Posted on:

Location: Arizona • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Develop, implement, assess and improve day-to-day operations of inbound call centers to meet and exceed client needs and requirements
  • Ensure daily performance metrics are being met or exceeded (quality, service level and schedule adherence)
  • Spend ~80% of time coaching and educating agents to improve performance
  • Create an environment focusing on fun, enthusiasm and accountability
  • Take initiative and create performance improvement plans
  • Administer coaching and disciplinary action when appropriate
  • Handle internal and client-led performance discussions
  • Ensure adherence to policies and procedures (Security, HR, Operations) and communicate infractions to management
  • Perform other related duties as required and take calls when needed

Requirements

  • College degree preferred or equivalent work experience required
  • High school diploma or GED required
  • Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others
  • Solid organizational, administrative, leadership and time management skills
  • Ability to demonstrate personal ownership of tasks and follow through to obtain desired results
  • Keen attention to detail
  • Skilled in determining why and how tasks should be attempted and their effective completion
  • Proven experience in overcoming unexpected difficulties and using logical problem-solving skills
  • Typing speed of 25 wpm
  • Excellent written and verbal communication skills consistent with North American business standards
  • Must have availability to work various shifts influenced by current business needs
  • Excellent attendance history is required
  • Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks
  • Must be able to take calls when needed
  • Soft skills: Process Excellence; Collaboration; Communication; Emotional Intelligence; Open-Mindedness; Critical Thinking; Solution Orientation; Entrepreneurship; AI Proficiency; Data Literacy