What are the responsibilities and job description for the Call Center Supervisor position at Inktel Contact Center Solutions?
Job description:
Driven by our Passion for People, our Operations Supervisors are experts in coaching, training and bringing the best out of our agents. Developing talent is their bread and butter—and our Ops. Supervisors consistently perform at a high level. They report directly into the Site Director of their respective sites. They are primarily responsible for coaching their team of agents, developing talent, monitoring wait times, reporting on key metrics and managing escalations.
Ultimately, we bring people together. Whether it be our clients, their customers, our colleagues or our non-profit partners—we can’t resist the fun of working with people. Each connection, each relationship matters. To STRIVE to be a part of something greater is in our DNA—and we don’t use the word “strive” lightly. It embodies what we value.
Key Information & Qualifications
- Schedule - Monday - Friday; 7:00 AM - 4:00 PM Eastern or 8:00 AM - 5:00 PM Eastern
- Working knowledge of call center KPI's and how to drive productivity through a team
- Experience leading a remote call center team is a must
- Excellent verbal and written communication skills
- Experience with voice, chat, and email channels is a plus
- Experience with e-commerce is a plus
- Amazing combination of nimble thinking, high energy, passion and persistence: resourcefulness
- 2-5 years of contact center or customer service experience with a minimum of two years in a leadership/management role
- Thrives in a fast-paced environment with changing priorities and goals
- Empathetic and active listening
- Excellent communication skills: concision and clarity
- Passion for coaching, providing feedback and developing talent
- Positive outlook and enthusiastic attitude
- Conscientious team player
- Driven by delivering results
- Professional demeanor, put together
- Dependable and consistent
Responsibilities
- Model Inktel’s Passion for People in every interaction.
- Lead a team of 15-20 direct reports; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
- Implement strategies to keep attrition low.
- Oversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are met.
- Drive a culture of accountability, continuous improvement, and personal excellence.
- Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable
- Work constructively with other functional areas throughout the organization, such as quality assurance, training, and recruiting, to share ideas and leverage best practices
- Be a subject matter expert on your client’s business. Earn their respect by demonstrating your knowledge and commitment to their program in all interactions.
Salary & Benefits
The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan.
Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Job Type: Full-time