Call Center Supervisor

Convoso is a leading provider of omnichannel contact center software. The company was founded on innovation and continues to push boundaries in our industry.

Headquartered in Los Angeles, the company has employees around the globe working both hybrid and remote. The company culture fosters team integrity, positive persistence, and continuous growth. (A heads up - we were awarded as Built In LA's Best Places to Work in 2020, 2021 and 2022!)

With Convoso, the future is bright as we continue to evolve our technology.

The company's foundational product provides the most powerful contact center software available for outbound teams. However, we are expanding our reach by relaunching an advanced version of our conversational AI product. The enhanced capabilities of our Intelligent Virtual Agent (IVA) gives our customers a competitive edge and streamlined productivity by dramatically reducing repetitive tasks. This future forward technology will allow Convoso to grow into new markets across hundreds of use cases.

Convoso is looking for people who are excited about technology and the fast growing, innovative field of IVA and AI. We are a company of motivated team players driving accelerated growth in a supportive, positive culture. We celebrate a diversity of people, ideas, and backgrounds that contribute to one shared community.

Most roles at Convoso function as "hybrid" with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso's U.S. hiring is open to candidates who are residents of the following states: AZ, CA, CO, CT, FL, GA, IL, IN, MA, NC, NJ, NV, OH, PA, TX, UT, NY.

The Job:

At Convoso, we're constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the Call Center industry by empowering agents to convert leads faster. That's where you come in. We're seeking a Call Center Supervisor who is self-motivated and able to work both independently and as part of a team. If you have a passion for customer service and a desire to lead a team in providing excellent customer service, we want to hear from you!

Stepping into this very challenging role will mean stepping into a dynamic environment. There'll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines.

What You'll Be Doing:

• Oversee the activities of the customer service representatives in the Call Center and provide guidance.
• Monitor customer service representatives' performance and provide feedback and coaching.
• Analyze customer feedback and recommend improvements to customer service processes.
• Respond to customer inquiries and resolve customer complaints.
• Maintain up-to-date knowledge of products and services.
• Develop and maintain relationships with customers.
• Manage customer service staff scheduling.
• Prepare and present reports to upper management.
• Collaborate with other departments to ensure customer satisfaction.

Who You Are:

• 5 years' experience in a Debt collection Call Center environment and a demonstrated ability to lead and motivate staff
• You should be organized, detail-oriented, and have excellent problem-solving skills
• You must also possess excellent verbal and written communication skills and be able to effectively communicate with customers and staff
• Finally, you should be self-motivated and able to work both independently and as part of a team.If you have a passion for customer service and a desire to lead a team in providing excellent customer service, we want to hear from you!
• 3rd party vendor experience

Work Perks Worth The Hype:

• Competitive compensation package
• Stock options
• 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
• Affordable Vision plan and optional FSA
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• 401k program with generous company match
• No cost Employee Assistance Program and Travel Assistance
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Company Outings
• On and offsite team building events
• Paid training for departments
• Apple laptop (most roles)
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-site Car Wash
• Free Parking

Your California Privacy Rights:

As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso's privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/.