Call Center Supervisor

Inktel Holdings • Doral, FL

270d

About The Position

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.

Requirements

• Proven track record of ALL of the following: Service, Tenacity, Responsibility, Integrity, Versatility, Entrepreneurship
• Amazing combination of nimble thinking, high energy, passion and persistence: resourcefulness
• 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
• 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

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.
• Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers.
• Prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues.
• Work constructively with other departments, such as client services, quality assurance, training, and recruiting, to share ideas and leverage best practices.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.

Benefits

• Competitive base salary commensurate with experience
• Comprehensive benefits package including medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services
• Number of Employees: 251-500 employees