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|Job Category :
|Ansafone Contact Centers LLC
|Call Center Supervisor (Work from Home )
|Ocala, FL 34470
|Job Description :
|We are looking for a Call Center Supervisor to help lead our call center workforce. The successful candidate will have prior supervisory experience preferably in a call center and/ or working with a remote team. You will be responsible for the following which includes but is not limited to:Monitor and Continually Improve Team Efficiency Run/Analyze KPI reports and post daily for Customer Service Reps (CSR) to see performance from a previous dayCoach low performersTeam Member Supervision Run attendance, add occurrences and deliver warnings as neededSupervise new hire mentoring in 1st 90 days to ensure smooth transitionCheck QA accountability tracker and coach Team Members within 72 hoursKeep records up to date for Team Members (Attendance, QA, Adherence, etc.)Ensure all Ansafone policies are being followedTeam Member Development Conduct regular 1:1 Team Member meetingsProvides 90-day reviews to new hires, and annual reviews to direct reportsHelp Team Members establish improvement goals and monitor progressAddress Team Member concerns within 24 business hoursCoach Agents on Client complaints within 24 business hoursMaintain cross departmental relationships Ensure visibility of clients’ needs / expectationsDemonstrate a sense of urgency regarding client needsReview and respond to emails in timely mannerCoordinate training reviews for modulesAssist as a SME for internal communication/projects involving clientsAdditional ResponsibilitiesReport all IT issues with CSR PC’sProvide reporting for incentive contestsCommunicate/Escalate Operational challenges to Leadership as neededAttend Team meetingsAssist Shift Leaders with floor managementAll other responsibilities, as assignedEducation and ExperienceA high school diploma or GED is required.1-2 years minimum of Call Center Leadership preferredEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)Job Type: Full-time
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