Pm Supervisor

(CANDIDATES MUST RESIDE IN GREATER ALBUQUERQUE AREA)

We are seeking an experienced leader to lead a key PM shift at a call center with fully remote employees. All Supervisor and Operators must work in our downtown Albuquerque office for the first 30-60 days. After they are released to go remote, all equipment is provided.

Skill Requirement

• Ensuring operators understand and comply with all answering service objectives, performance standards, and policies.
• Answering operator questions regarding best practices.
• Coach operators for continued improvement of metrics and other team goals.
• Provide call escalation from operators.
• Monthly quality control call monitoring to ensure operators are performing according to standards. (Quantified goal TBD)
• Identifying operational issues and suggesting improvements.
• Conduct performance management for assigned operators.
• Prepares quarterly/annual/as needed performance evaluation.
• Call monitoring on each operator on team (Determine expected # of calls monitored per rep, per month)
• Use PeoplePraise to continually monitor quantified performance
• Monitoring and evaluating operator performance, providing learning or coaching/mentoring opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine answering service goals.
• Collaborating with supervisors and management team members to support operators and maximize customer satisfaction.
• Evaluate staff effectiveness and performance on a quarterly and annual or on an as-needed basis.
• Help management team in the development of monthly, quarterly, and annual answering service goals and action plans.
• Shift management.
• Daily attendance maintenance.
• Manage lunches/breaks.
• Conduct board checks
• Managing service outages
• Act as dispatcher during busy times
• Assist Manager in onboarding of new employees.
• Assist management team in creating personnel and other budget related items.
• Other duties as needed.

Required Skills/Abilities:

• Physical Demands – Requires sitting for long periods of time, some standing, walking, kneeling, stooping, bending, lifting, grasping and fine hand coordination. Visual and aural acuity required. Finger and hand dexterity required. Must be able to lift twenty pounds maximum, with occasional lifting and/or carrying of objects weighing up to 10 pounds. Requires ability to read and write English and ability to communicate with members, and personnel. Must have ability to evaluate and interpret information and make independent decisions. Requires ability to remain calm under stress.
• Work Conditions – Remote.
• Job Related Travel – None.

Education/Experience:

• Must be at least 18 years of age.
• Must be a graduate of an accredited high school or have the equivalent of a high school diploma (G.E.D. certificate).
• Must be able to speak, write and understand English. Excellent verbal and written communication skills are necessary.
• Must have knowledge of office machines and equipment and be able to type.
• Patience, tact, enthusiasm and cheerful outlook toward our customers, and the public.
• Answering service, call center, customer service, or supervisory experience may be required.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills. Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Job Type: Full-time

Pay: $19.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Experience level:

• 2 years

Shift:

• 8 hour shift
• Evening shift

Weekly day range:

• Every weekend

Experience:

• Customer Service: 2 years (Preferred)
• Supervising: 2 years (Required)

Language:

• English (Required)

Shift availability:

• Night Shift (Preferred)

Ability to Relocate:

• Albuquerque, NM 87102: Relocate before starting work (Required)

Work Location: Hybrid remote in Albuquerque, NM 87102