Call Center Performance Supervisor

OneTouch Direct has a career opportunity available for a Performance Supervisor in Nashville, TN.

OneTouch Direct is not your typical Call Center. Founded in 1998 we have since grown into one of the most preeminent providers of contact center solutions in the nation. We work with Fortune 500 companies providing useful products and excellent service. We are a seamless extension of our clients while building an internal culture that stands out above the rest.

The Supervisor will lead a group of associates by supporting each individual to achieve their personal goals alongside company performance metrics. Candidates must be self motivated and understand the value of motivating others.

Requirements:

• Ability to work 45 + hours a week
• Supervisory or management experience
• Ability to build trust and demonstrate empathy
• Engaging personality that blends well with fast-paced, goal-driven environment
• Highly motivated, flexible and great attitude
• Bilingual is a plus but not a requirement

Essential Duties and Responsibilities:

• Manage and motivate staff, train and develop staff according to company policies and ensure relevant Employee Relations procedures are followed.
• Monitoring daily employee attendance and schedule adherence to be able to report/project program performance based the available resources.
• Tracking daily, weekly, monthly and annual projected versus actual performance metrics.
• Provide resource allocation analysis so that we have adequate staff and scheduled hours to be able to meet performance requirements
• Communicating performance targets and requirements to all the necessary parties responsible for driving results within the assigned program.
• Communicating program goals and provide performance feedback directly to the employees working on the assigned program.
• Effectively oversee and maintain employee productivity and product knowledge to drive results.
• Review your daily yesterday reports for employee adherence to scheduled hours.
• Resolve employee pay discrepancies.
• Review the hourly flash reports to track rates and make intraday changes based on program performance.
• May perform other related duties and responsibilities as assigned and/or required.

Competencies:

• Ability to manage diverse personalities constructively.
• Ability to work effectively in a stressful environment.
• Ability to handle work related pressure.
• Exceptional attention to detail.
• Ability to multitask effectively.
• Ability to prioritize your workload.
• Ability to work self-directed.
• Pleasant phone mannerisms.
• MS Office Suite.

Education and/or Experience:

• High School Diploma or GED.
• Bachelors Degree Preferred.
• Two plus years of Call Center management experience.
• Two plus years of demonstrated employee management experience in a Call Center or similar type environment.

Benefits:

• A management team that cares
• Consistent growth over the past 10 years
• Excellent compensation & benefits package
• High energy work environment
• Family oriented culture
• Referral Bonuses
• Paid time off (PTO)
• 401K
• Health Benefits

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Weekends as needed

Ability to Relocate:

• Nashville, TN 37214: Relocate before starting work (Required)

Work Location: In person