Supervisor Operations, Seasonal

ResultsCX • Collinsville, VA

5d

About The Position

The Supervisor Operations, Seasonal role provides world-class support to call center agents and clients’ customers while working to exceed performance targets. The supervisor supports and develops agents through coaching in call center performance, customer service, technology, and professional development.

The role works across a regional matrix to interview and close candidates for assigned regions, with daily quotas for interviews and offers. It directly manages a team of 10 or more agents, maintains service and performance standards, and helps ensure a positive team environment.

Requirements

• Consistent attendance and punctuality.
• Experience as a mentor.
• Ability to exceed KPIs.
• Proficient knowledge of an inbound contact center environment.
• Excellent phone, customer service, analytical, and troubleshooting skills.
• Solid verbal and written communication skills.
• Ability to multitask and handle escalated calls and upset customers professionally and courteously.
• Flexible schedule.
• Ability to develop and motivate a team.
• Strong listening, probing, negotiation, and de-escalation skills.

Responsibilities

• Manage a team of 10 or more agents, including providing input on hiring, discipline, and discharge, and ensuring accurate payroll documentation inputs.
• Identify, prioritize, and coach agent development areas.
• Document account resolutions, issues, and general notes.
• Assist agents with product or account functionality and basic troubleshooting for customers.
• Maintain performance levels required by the client.
• Keep product and procedural knowledge current by acting on email updates, meetings, training, and other briefings.
• Use motivational techniques to promote team building and improve team and call center morale.
• Help maintain a positive team and working environment.
• Multitask, listen, enter data, probe, and identify solutions for agents.
• Ensure agent reference materials are up to date.
• Undertake general duties or additional tasks as business needs require.
• Conduct mandatory phone call monitoring and desk-side coaching to ensure agents provide required customer service.
• Ensure agents have working equipment and the items needed to do their jobs.
• Interview and close candidates for assigned regions while meeting daily interview and offer quotas.

Benefits

• Employee performance incentives and prizes.
• Frequent employee events, games, parties, and workplace activities.
• Healthcare benefits.
• Paid training.
• Opportunity to grow with ResultsCX.

What This Job Offers

• Career Level: Manager
• Education Level: No Education Listed