Operations Supervisor

July 22

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SMDigital USA

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digital marketing • sem • seo • ecommerce • web design

51 - 200

Description

• Help lead and support the Contact Center team • Oversee the daily activity of Contact Center agents and leads • Participate in the full employee employment cycle including performance reviews • Foster frequent video check-ins to support and build rapport with Agents • Prepare Call Center performance reports by collecting, analyzing, and summarizing data and trends • Ensure contracted service levels and quality objectives are achieved • Keep Teammates motivated and engaged toward meeting individual and team goals • Work collaboratively with the Talent Manager and provide management direction in their absence • Report system, customer, or operational issues that impact service quality • Participate in calibration sessions with Teammates, Quality Analysts and Workforce Analysts; coach Teammates regarding needed improvements • Responsible for data collection, analysis and quarterly/ad hoc reporting

Requirements

• Two-year degree from an accredited university; Four-year degree preferred; or experience in lieu of degree • 5 or more years of Contact Center experience, with at least 2 years of leadership or supervisory experience in a Contact Center • Highly developed verbal, interpersonal, and written communication skills • Positive attitude and ability to maintain a friendly, professional, and courteous demeanor while assisting customers, clients, and co-workers throughout the day • Demonstrated accuracy with consistent attention to detail • Possess independent judgment, discretion, and initiative in the absence of specific directions from management • Strong grammatical and typing/data entry skills with an emphasis on accuracy • Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of customer service • Organized with excellent time-management skills • Maintains professional and technical knowledge • Advanced knowledge of procedures across multiple customers • Advanced knowledge of all working systems • Demonstrated proficiency in resolving customer complaints and escalations • Experience coaching/mentoring and motivating teams to achieve set goals • Proven ability to produce detailed system issue reports • Demonstrated proficiency in reporting and analyzing key contact center metrics • Experience utilizing workforce management solutions to project and maintain staffing levels • Ability to multi-task, communicate effectively, and remain organized and focused • Ability to follow documented protocols • Ability to meet and motivate team members to meet goals and targets • Unquestioned ability to perform the role with complete integrity and autonomy • Ability to provide positive/negative coaching feedback with an emphasis on skills development

Benefits

• Competitive Salary • Quarterly Performance and Retention Bonuses • Comprehensive Health, Vision, and Dental benefits after 1 year • Paid vacation, personal time, and holidays • Employee Assistance Program (EAP) • Opportunity for career development • Lifelong Learning Classes through SMDigital University • Professional Leadership Development Courses • Business casual dress • Fun & exciting work culture