Call Center Supervisor - Remote

Overview

Join our dynamic team at OneTouch Direct, a leader in providing comprehensive contact center solutions to Fortune 500 companies. We pride ourselves on delivering exceptional service while cultivating a supportive and engaging workplace culture. We are currently seeking an experienced Call Center Supervisor to oversee our operations and be a pivotal part of our continued growth.

In Short

• Lead and supervise a team of call center agents, ensuring adherence to policies and optimum performance.
• Daily interactions with client with high expectations and minimal errors.
• Expectation to handle calls during high volume times.
• Ability to thrive in a fast pace and high intensity environment.
• Monitor, analyze, and report on team performance metrics, identifying areas for improvement.
• Conduct regular coaching sessions and training to foster employee development and motivation.
• Develop and implement strategies to achieve performance targets and enhance operational efficiency.
• Ensure high levels of customer satisfaction through effective management of delivery service.
• Handle escalated customer queries and resolve complex issues as they arise.
• Collaborate with upper management to align departmental goals with organizational objectives.

Requirements

• Proven experience in call center management or a similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze performance metrics and implement improvements.
• Experience in coaching and developing team members.
• Strong problem-solving skills and ability to handle escalated issues.
• Ability to work in a fast-paced environment.
• Familiarity with customer service software and tools.
• Flexibility to work various shifts as needed.
• High school diploma or equivalent; further education is a plus.

Benefits

• Competitive salary and performance bonuses.
• Comprehensive health benefits.
• Opportunities for professional development and growth.
• Supportive and engaging workplace culture.
• Flexible work arrangements.
• Employee recognition programs.
• Paid time off and holidays.
• Access to wellness programs.
• Team-building activities and events.
• Work with a diverse and dynamic team.