Supervisor, Call Center Operations

US-FL-Fort Myers
FLSA Status
Exempt
Type
Regular Full-Time

Mission

The supervisor coaches, motivates, trains, develops and guide employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others. The incumbent will ensure and help the team operate at highest level of quality and productivity. While meeting these objectives, the supervisor must exhibit high levels of integrity and ethical behavior.

Position 80s

  • Provides a work environment that recognizes employee achievements and addresses any concerns;
  • Communicates and enforces employee policies and procedures;
  • Promptly responds to employee and/or customer complaints and escalates as necessary;
  • May participate in matters related to unemployment compensation;
  • Takes part in the Performance Management efforts for their respective teams to achieve Service Level attainment;
  • Partners with Human Resources and conducts candidate interviews as necessary;
  • Provides development and guidance to subordinates;
  • Conducts weekly internal team meetings;
  • Maintains productive education and motivation by working directly one-on-one with the team members;
  • Responsible for the discipline of employees up to and including termination of employment;
  • Must be flexible to work extended/flexible hours, including weekends, holidays, evenings, etc., as necessary

Qualifications

  • Minimum of a High School education or GED required;
  • Undergraduate Degree in Business or related subject area preferred but not necessary;
  • Quality Assurance experience preferred;
  • Strong problem solving, influencing and negotiation skills;
  • Excellent presentation skills;
  • Maintains a visible presence that encourages and supports employee communications;
  • Ability to take initiative, identifying potential problems and solutions;
  • Excellent communication skills— can communicate clearly and effectively, verbally, in writing, and by electronic communications with both internal and external clients;
  • Ability to plan and prioritize tasks, to work well under pressure, and handle multiple tasks simultaneously;
  • Ability to take initiative, identifying potential problems and solutions;
  • Excellent interpersonal skills, judgment and decision-making skills;
  • Ability to sit for multiple hours at a time and to work multiple hours a day at a computer keyboard; and
  • Ability to remain alert and focused during the work day.

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