**Overview:**
We are seeking a highly skilled and experienced Call Center Supervisor to lead our team of customer service representatives in a remote and temporary capacity. As a Call Center Supervisor, you will be responsible for ensuring that our customer service operations run smoothly, efficiently, and effectively. You will supervise a team of customer service representatives, provide coaching and training, and ensure that our customers receive exceptional service. **Responsibilities:**
• Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
• Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources
• Develop work schedules and assign duties to direct report personnel to ensure efficiency
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
• Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis
• Participate in meetings and recommend changes to policies and procedures
• Assume leadership responsibility for departmental tasks and call center activities as required
• Support and enforce call center expectations
• Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work
• Assist direct reports with escalated issues or cases as needed
• Perform other duties as assigned by leadership
• Maintain a high level of confidentiality while performing all work tasks
• *Qualifications:**
• Bachelor's degree in a related field
• 3-5 years of relevant professional experience required
• Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully
• Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree
• Minimum of two (2) years of experience in a call center environment required
• Ability to manage a high level of confidentiality
• Proficient in Microsoft office suite
• Excellent organizational, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to work as a team member, as well as independently
• Must be a US Citizen
• Ability to pass a Federal Government Clearance
• Ability to work an eight (8) hour shift, 5 days per week anytime between the hours of 6:30AM-2:30AM EST (including weekends)
• *Benefits:**
• Competitive salary range: $52,000 - $58,000 per year
• Comprehensive benefits package, including health insurance coverage, life and disability insurance, retirement savings plan, paid holidays, and paid time off
• Opportunity to work in a dynamic and fast-paced environment with a leading company
• Flexible work arrangements, including remote work options
• Professional development and growth opportunities