Job Title:

Supervisor, Contact Center Operations

ADP Job Code:

CCOPSUPV

Department:

Motiiv

Reports to:

BDC Manager

FLSA Status:

Exempt (Salaried)

Grade:

Choose an item.

Salary Band:

Admin/Operations

Updated:

September 2023

Summary

The Operations Supervisor is responsible for leading and supervising a team of Contact Center Service Representatives and leading the team to meet and exceed production, productivity, quality, and client-service KPI's through effective coaching, counseling, and performance management to ensure profitability and deliver a high-quality customer/client experience.

• Supervises and leads team to meet and exceed production, productivity, quality, and client-service KPI's by conducting needs assessments and creating and managing development action plans through effective coaching, counseling, and performance reviews.
• Accomplishes call center human resource objectives by supporting operations, workforce, and client management to ensure KPI performance objectives are met, coaching and feedback is delivered and appropriately documented, and ensuring interviewing, hiring, onboarding, training, and on-going performance management objectives are met.
• Effectively analyze both qualitative and quantitative performance data trends to measure team performance and create and drive actionable development plans that drive performance improvement through regular coaching, feedback, counseling, and performance reviews to ensure a quality customer/client experience.
• Identify business process improvement opportunities and develop and drive improvement implementation initiatives.
• Communicating effectively with internal and external customers and clients.
• Understand and enforce company policies and procedures.
• Collaborate with WFM and Client Experience Management to ensure a high-quality customer/client experience through delivering on opportunities to deliver coaching, counseling and reward performance feedback on CSR and team attendance, schedule adherence, and customer and client interactions with contact center, net promoter and CSI, Mystery Shopper, C-SAT, and VOC results and to ensure performance excellence.
• Monitor, measure and manages CSR and team quality of service, resolve customer/client escalation and system performance issues; proactively identify and resolve problems; prepare and complete action plans and incident analysis.
• Foster team building and provide and coach on career development and career pathing opportunities.
• Perform other duties as assigned.

Education and Experience

• Bachelor's degree in related field: Preferred.
• 5 years of contact center or back office BPO experience: Required.
• Minimum of 3 years of call center leadership experience: Required.
• Proficient with Excel, PowerPoint & Word: Required.
• Bilingual - ability to read, write and communicate effectively in both English and Spanish - Preferred.

Skills

• Knowledge of the Six Sigma Process: Preferred.
• High Attention to Detail & Follow Through.
• Effective communication skills in oral and written form
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must have a high level of reason and analytical skills and the ability to be objective.
• Requires solid interpersonal skills with the ability to work with both management and staff employees.
• In-depth knowledge of consumer auto dealerships and or contact center operations preferred.

Physical Demands While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. The employee must be able to sit for long periods of time.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Employee signature below constitutes employee's understanding of the responsibilities and the job qualifications of the position.

Employee__________________________________ Date_____________

Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.