Supervisor - CCO-El Paso TX (57339)

Capitol Bridge, LLC.•El Paso, TX

2d•$62,000 - $67,000•Onsite

About The Position

Capitol Bridge LLC is seeking a full-time contract Supervisor to join our teams in El Paso, TX.. We are looking for experienced Supervisors to support and motivate our onsite leadership and training team to meet and exceed our client’s expectations. The Supervisor will be empathetic to the various learning styles of our staff and will facilitate learning conversations with our onsite leadership and trainers as they are essential to ensuring everyone has the tools they need to succeed in their role. Schedule: This is a seasonal position (should last less than 6 months), and the contact center hours of operation will vary by location but generally are: 6:00 AM to 1:00 AM local time, Sunday through Saturday (7 days a week).

Requirements

Associate's 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 able to remain in a stationary position for an extended period of time.
Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.

Responsibilities

Supervise training staff to ensure adherence to quality standards, deadlines, and established procedures; address and correct errors or performance issues as needed.
Develop work schedules and assign duties to direct reports to ensure operational efficiency and adequate coverage.
Evaluate employee performance and recommend appropriate personnel actions in partnership with Human Resources, including disciplinary action, performance improvement plans, and termination.
Address job performance concerns with employees to identify root causes and collaborate closely with Human Resources to resolve issues effectively.
Provide ongoing support by identifying training needs and development opportunities through regular (e.g., weekly) coaching sessions with direct reports.
Ensure compliance with company policies, including Wage & Hour requirements and proper administration of rest and meal breaks for non-exempt employees.
Partner with internal and external leadership to align on goals and performance objectives, including SLAs and KPIs (e.g., pass rates, training completion, student experience).
Perform and document operational tasks to ensure project and program service level requirements and performance goals are consistently met.
Participate in meetings and recommend improvements to policies, procedures, and operational practices.
Support and enforce contract expectations and performance standards.
Assume leadership responsibility for departmental tasks and initiatives as required.
Maintain a high degree of flexibility, including adapting to changing schedules and working beyond standard business hours based on contract and business needs.
Perform other duties as assigned by leadership.