Position Summary

If you have leadership experience in a call center environment and have a real talent for managing performance and developing the careers of others, then we’d like to talk to you!

The System Support Supervisor is responsible for driving performance of team members to meet client and organizational expectations, quality and accuracy while maintaining team member engagement via sound management practices, consistent and fair coaching and counseling practices.

Responsibilities:

• Ensure adequate phone coverage within the call center regarding vacation requests, lunch hours, and departmental/company activities.
• Work with IT personnel in regard to maintaining the call center queues for scheduled trainings, weather-related delays or departmental/company activities.
• Directly responsible for the supervision and real time support of call center team members.
• Motivate and encourage team members through positive communication and feedback.
• Monitor calls to observe team member demeanor, technical accuracy, and engagement.
• Ensure minimum quality assessments are completed on each call center member.
• Answer team member questions and take escalated calls when required.
• Address disciplinary and performance opportunities quickly, consistently, fairly, and in accordance with organizational policy and process.
• Ensure team member tools and support materials are accurate and operational.
• Responsible for fostering a positive, constructive culture.
• Track and report team and agent statistics monthly.
• Ensure proper case management and escalation process adherence.

Requirements

Education: Bachelor of Science in business or technical field

Experience: 4 years of supervision experience or relevant experience. Call center and/or industry experience preferred.

Skills: PC hardware and software troubleshooting

Location: Tallassee, Alabama

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The 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)