Call Center Operations Team Supervisor

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Overview:
Consulting Business Innovation (CBI) is a leading provider of Global Business Process Outsourcing (BPO), Call Center, and Contact Center services. We are committed to delivering exceptional customer experiences through innovative solutions and efficient processes. We are seeking a dedicated and experienced Call Center Operations Team Supervisor to join our team and ensure high standards of service delivery.

Responsibilities:

• –Coach and Provide Career Development: Coach and provide career development to the team.
• –Correct Non-Compliant Behavior: Correct non-compliant behavior and impose disciplinary action as required.
• –Corporate Culture and Policies: Understand the corporate culture, policies, and goals, and take measures to implement these into daily work routines.
• –Operational Management: Manage the operational activities of the department in accordance with established policies and procedures.
• –Staff Management: Manage a staff of team members with varied duties.
• –Administrative Duties: Perform administrative duties, including daily/weekly/monthly reports.
• –Operational Performance: Maximize operational performance for the station by adjusting to changes in operational conditions and proactively solving problems.
• –Supervision: Supervise, direct, and monitor personnel in the completion of their duties; adjust as necessary to ensure on-time performance and quality customer service.
• –Equipment Operation: Drive motorized equipment.
• –Employee Support: Provide support when employee absence affects the operation.
• –Workforce Management: Understand the Workforce Management process and serve as a liaison between CSRs and the WFM team.
• –Compliance: Ensure CSRs comply with established business rules.
• –Queue Management: Oversee Tier 1 telephony queues.
• –Staffing: Ensure sufficient CSRs are present at work to fill the assigned schedule.
• –Training and Tools: Identify training gaps and tools for CSRs.
• –Standards Enforcement: Reinforce standards and use progressive discipline when necessary.
• –Performance Metrics: Ensure all CSRs adhere to assigned schedules and meet or exceed adherence and performance metrics.
• –Service Recovery: Review encounters requiring service recovery and take appropriate action.
• –Leave Administration: Administer leave and absence policies for CSRs.
• –Attendance Control: Maintain control over attendance, leave, and excused/unexcused absences.
• –Unscheduled Time Off: Monitor the phone line for requesting unscheduled time off.
• –Leave Requests: Enter all unscheduled leave requests into the WFM system for approval.
• –Exception Requests: Approve exception requests through messaging prior to the event.
• –Disruptive Callers: Document disruptive callers and interim information from law enforcement.
• –Onboarding/Offboarding: Follow standard procedures for onboarding/offboarding personnel.
• –Security Access: Request new employee’s email addresses for appropriate security access.
• –Operational Activities: Responsible for other operational activities as identified.
• –Performance Coaching: Coach agents to improve performance.
• –Client Interaction: Interact with clients and other team members.
• –Performance Improvement: Actively participate in improving the contact center’s performance.
• –Workload Balancing: Assist in balancing workload requirements.
• –Management Requests: Respond positively to management requests for information or ideas.
• –Training Reinforcement: Reinforce training on matters regarding the contact center.

Qualifications:

• -A high school diploma or equivalent, such as a GED, is required.
• -Minimum of 4 years of experience in a call center/contact center environment.
• -Minimum of 2 years of supervisory experience in a call center.
• -Strong administrative, organizational, conflict resolution, and communication skills.
• -Ability to work closely with and support the team in day-to-day operations.
• -Proficiency in Microsoft Office.
• -Knowledge of paratransit scheduling software and Trapeze preferred.

• Skills Required:
• Sales
• Customer service
• Spanish (preferred)
• Microsoft PowerPoint
• Microsoft Outlook
• Microsoft Excel
• Leadership
• Communication skills
• Organizational skills
• CRM, Salesforce, HubSpot,Zoho, etc..

Compensation:

• Pay Rate: $19 – $21 per hour ($41,600 per year)
• Benefits:
  • 401(k) matching
  • Health insurance
• Schedule: Monday to Friday

Work from Home Requirements:

• Must be able to provide a personal device (desktop, laptop, or tablet) with Windows 10 or later.
• Wired Ethernet LAN connection.
• Internet Connection (Satellite, wireless, and dial-up ISP are not permitted).
• A minimum of 16GB RAM.
• Minimum subscribed download rate equal or exceeds 12.0 Mbps.
• Minimum subscribed upload rate equal or exceeds 3.0 Mbps.
• ISP must have no packet loss and ping under 50ms.
• Proof of internet speed required.
• Clean and quiet workspace.

Working Conditions:

• Call center environment
• Flexible work schedule, including evenings and weekends.
• Occasional travel may be required.

Our Commitment:
As an Equal Opportunity Employer, CBI is committed to creating a diverse and inclusive workplace. We encourage applications from all qualified individuals, regardless of race, gender, disability, or any other legally protected status.

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