Operations Supervisor

Monday, February 19, 2024

Advanced Call Center Technologies is seeking out energetic Supervisor to join our team. We are looking for passionate communicator’s with excellent organizational skills, management experience, and the ability to drive results.

In this role you will directly supervise 10-25 agents in a call center production environment. ACTs ideal leaders are problem solvers with good negotiation skills who are self-driven and motivated to meet company service and client goals. This position will require excellent communication, interpersonal skills, and the ability to coach and mentor a strong sales team to deliver best in class results for our clients.

We offer:

• Opportunities to advance within

• Flexible schedules

• Tremendous bonus opportunities

• Fantastic Supervisors and a Positive environment

• Employee Ownership Program – a company paid, long term benefit.

Essential Duties and Responsibilities

Monitors associates real-time productivity to achieve production and revenue goals.

Coaches and develops associates to improve quality, performance and productivity. Develops and implements goals and action plans as needed.

Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.

Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.

Ensures associates adhere to company and client policies and standards.

Tracks and reports the associates daily performance and productivity.

Monitors and maintains work volume statistics.

Monitors associate’s calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies.

Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.

Assists in determining work procedures, prepares work schedules, and expedites workflow.

Maintains the attendance records for associates using the timekeeping system. Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.

Completes and presents associate’s annual performance appraisals.

Conducts job candidate interviews and makes hiring decisions with assistance from Recruiting.

Minimum Qualifications

Previous Experience Managing in a Call Center Environment

High School diploma or GED

Must be able to successfully pass criminal background check

Excellent communication skills

ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT’s employees to perform their job duties may result in discipline up to and including discharge.