Remote Call Center Supervisor

Overview

The Remote Call Center Supervisor is responsible for leading and managing a team of agents, ensuring they meet performance metrics and providing coaching and support.

In Short

• Lead and manage a team of work-at-home agents.
• Monitor and evaluate agent quality and compliance performance.
• Communicate with agents daily.
• Meet monthly key contact center performance metrics.
• Conduct agent performance management.
• Report and resolve operational and customer issues.
• Ensure adherence to company policies.
• Maintain effective communications with staff and leadership.
• Handle challenging customers and shift priorities as needed.
• Other duties as assigned.

Requirements

• Effective communication skills.
• Ability to coach and develop team members.
• Knowledge of Call Center tools such as Aspect WFM, Avaya, and ECIS.
• Strong organizational and strategic planning skills.
• Proficiency in Microsoft Office (Word and Excel).
• Advanced writing skills.
• Knowledge of TRICARE is desired but not required.

Benefits

• Work from home flexibility.
• Opportunity to lead a dedicated team.
• Engagement in a dynamic work environment.