Responsibilities include:

Manage a team of call center agents.

• Be available to affect the entirety of the team's operations.
• Manage by walking around. Be visible to answer questions.
• Take calls that your agents can't handle
• Be available when an agent appears to need assistance.
• Motivate and encourage agents through positive communication and feedback

To effectively build call center culture, the supervisor is responsible for "on-the-floor" activities, and must be available to assist agents while they are "on-the-floor."

• Review the past week's events, including statistics, results and industry news.
• Disseminate new product information to the agents.
• Communicate company information.
• Answer questions and comments.

Present to the Operations Manager at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team.

• Create a forecast describing the things each agent will be focused upon.
• Create a detailed plan to impact your team's day-by-day performance
• Administer training programs for new hires and existing staff.

Qualifications:

Associate degree required (Bachelors preferred)

Must be proficient in Excel, Word and PowerPoint

Good written and verbal communication skills

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance

Experience level:

• 5 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Work Location: In person