Operations Supervisor

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Requisition ID: 128188
Job Category: Call Center
Location: United States-Missouri-Joplin-1717 W. 7th Street 64801
Posted Date: 12/20/2017 9:02:59 PM
Job Summary
Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is
exercised over 20 – 24 subordinate personnel.
Job Functions
% Time
· Staff Development, Mentoring 50%
· Daily Progress Reporting 25%
· Quality Assurance/Process Improvement 15%
· Daily Client Program Operations Management 5%
Key Job Responsibilities
· Provides regular supervision and mentorship over subordinate staff
· Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
· Facilitates daily agent coaching and development sessions in both written and verbal format
· Participates in client related activities to include client calibration sessions and project planning
· Identify and address agent training needs
· Manage team’s time entry to ensure 0% discrepancy rate
· Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc)
· Manage financial implications of attrition and attendance by maintaining program-specific goals
· Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
· Completion of weekly Team Manager Scorecard for review with Operations Manager
Other Related Duties
· Diffuse irate customer calls as applicable
· Provide agent support via handling escalated calls, as needed
· Maintain up-to-date employee files and documentation
· Ensure high level customer service is being practiced by all subordinate staff
Job Requirements
Minimum Education and Experience:
· High School Diploma or GED required
· Completion of Team Manager Onboarding
· Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the
following:
1. excellent oral and written communication skills
2. strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved
performance
3. establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting
interdepartmental and company-wide objectives
4. successful completion of two management level interview
5. time management skills and computer proficiency
6. objectivity, professionalism and maturity
7. flexibility and demonstrated ability to adapt well in a changing environment
Preferred (not required):
· Bachelor degree desirable
Licenses and/or Certifications:
- None
Knowledge, Skills and Abilities:
· Excellent oral and written communication skills
· Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved
performance
· Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental
and company-wide objectives
· Time management skills and computer proficiency
· Objectivity, professionalism and maturity
· Flexibility and demonstrated ability to adapt well in a changing environment
Working Conditions
Constant = 75 – 100% of the time; Frequent = 50 – 75% of the time; Occasional = 25 – 50% of the time; Rare = less than
25% of the time
Work Environment:
· Running day to day operations-100% (Of this time, 20% is devoted to administrative duties, 20% to client related
activities such as calibration sessions, project planning, etc., and 60% to the development of Customer Care
Consultants).
Physical Demands:
· None
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of
work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of
all responsibilities, duties and qualifications required of employees assigned to this job.
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