Call Center Supervisor

The ideal candidate for this role will have excellent time management, organization, and relationship management skills. We are looking for someone who wants everyone on our team to perform their best, so our company can be the best for our clients. This person will foster communication with a broad range of candidates and employees to develop strong relationships and foster a team atmosphere.

We strive to put helpful, friendly, and kind into everything we do. This begins from maintaining relationships with team members, and continued teaching for new hires and ongoing coaching throughout the employees’ tenure. This person will also work closely with our Director of Call Center as well as Employee Relations to ensure that our entire team is being coached and trained.

We believe that coaching and training are never “done”, and we want the person who takes pride and ownership in that plan.

RESPONSIBILIES/QUALITIES OF DEVELOPMENT MANAGER and/or SUPERVISOR:

• Knows every employee by name and create rapport at all levels of our organization
• Works closely with director of contact center and employee relations to define needs for new staff and internal promotions
• Track and monitors KPIs including attendance of assigned team members
• Responsible for making sure adherence of company policies from each team member
• Excellent written and verbal communication and relationship management is a must
• Handling disciplinary reports, if/when necessary
• Be open to training in this role to ensure we’re always following best practices for development and growth of the business
• Cultivate a spirit of growth and challenge in an engaging atmosphere
• LMS tool and training will be provided
• Promote/motivate each team member to take pride and ownership in performing job successfully
• Work with training manager to assist in updating existing training documentation
• Striving for the highest quality, conversion percentage, and productivity possible for every agent
• Grow our people for their next role within the organization
• Other duties as assigned within scope of position

REQUIREMENTS:

• High School diploma required
• Associates is a PLUS, Bachelors PREFERRED
• Minimum of two years in a training/leadership role required
• Proficient in MS Office (Excel and Outlook, in particular)
• Must be able to type a minimum of 35 WPM
• Strong independent thinking, strong organizational and planning abilities and excellent analytical and problem-solving skills are essential
• Knowledge of how to lead discussions, instruct training groups, and stimulate individuals and groups in the learning process
• Detail oriented, with proven ability to effectively manage time, see projects through to completion, organize competing priorities, and effectively address complex, urgent issues as they arise

COMPENSATION/PAYROLL:

• Base pay starts at $20 per hour with opportunity for MONTHLY bonus
• Semi-monthly payroll - check dates on the 15th and last day each month

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Overtime
• Weekends as needed

Supplemental pay types:

• Bonus opportunities

People with a criminal record are encouraged to apply

Application Question(s):

• What is your current city and state of residence?

Education:

• High school or equivalent (Required)

Experience:

• Supervising: 2 years (Required)
• Call center: 1 year (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Required)

Ability to Relocate:

• Richardson, TX 75082: Relocate before starting work (Required)

Work Location: Hybrid remote in Richardson, TX 75082