Call Center Supervisor - Full-time / Part-time

Educates, motivates, leads, guides and directs all assigned representatives in the attainment of internal and external key performance indicators.
* Has day to day tactical responsibility to execute to ensure team meets KPIs
* Has shared responsibility for staffing and hiring of all team members along with Operations Manager.
* Utilize tools available to monitors calls, track, and analyze performance of assigned team members.
* Conducts one on one and team meetings to ensure consistent feedback is given to agents.
* Report team performance and create action plans when/if falling below goal.
* Update and ensure completion of timecards and payroll submission
* Owns output at task level
* Sets priorities for self and team to ensure task completion
* Coordinates work activities with other Coaches
* Develops plans to meet short-term objectives
* Identifies and resolves operational problems using defined processes, expertise, and judgment
* Other duties as assigned.

Job Requirements:
* Proven ability to drive performance and results in a fast-paced call center environment
* High School degree required, Bachelor’s degree preferred. Equivalent experience may be considered.
* Contact Center Supervisory experience in an inbound sales or customer service environment
* Strong and consistent ownership of team performance and behavior
* Ability to work independently, as well as in a team environment to accomplish a common goal
* Must be able to effectively communicate (both verbal and written)
* Demonstrated strong analytical skills
* Strong interpersonal skills
* Strong presentation skills
* Ability to professionally interact with multiple levels in the Organization
* Ability to handle multiple tasks and requests while still maintaining results in core job functions and responsibilities
* Professional acumen to interact with and handle various escalated issues from internal and external customers
* Ability to facilitate change within the organization in a positive manner
* Ability to effectively communicate with various positions in remote centers and departments as needed
* Consistent and positive demeanor when handling various job responsibilities
* Working knowledge of Microsoft Office software package
* Must possess good time management and organizational skills
* Must be able to work flexible schedule as business needs dictate.


Minimum Requirements

Job Responsibilities:

Include but are not limited to:
• New-hire Supervisors not immediately required to supervise are expected to provide support to learners and production Agents/Representatives.
• Analyze daily reporting to identify areas of opportunity and managing their day to day focus on coaching to these opportunities.
• Manage the day-to-day activities of Agents/Representatives.
• Effectively direct and utilize their Team Coach to drive sales performance improvement within their agents.
• Coach and update Agents/Representatives via call calibrations, one on ones, huddles, team meetings, etc.
• Drive high-performance sales, compliance and consumer experience standards and outcomes
• Recommend changes when necessary
• Assist in implementation of new processes
• Collaborate actively and fully with UHS onsite and offsite staff
• Direct Coach activities to drive positive performance within the team.

Training Requirements:
• New-hire Supervisors are required to complete Agent new-hire training for the respective Demand Type(s) to be supported. This includes practical application of what was trained during SPA and taking of live calls.

• Supervisor must have Agent/Representative call handling sales experience. They have to effectively taken phone calls and performed the role for at least a short period of time beyond SPA to ensure proficiency and ability to support team.

• Required to be trained on the Sales Performance Coaching model.

• Supervisors must attend any on-going or refresher training that an Agent/Representative would attend.

“Our vision is to be seen as world class in the eyes of our clients by providing superior service through integrated outsourcing solutions.” – Jack LeFort, Founder and CEO