Call Center Supervisor
Robert Half Providence
We are in search of a Call Center Supervisor to join our team in Dallas, Texas. This role offers a long term contract employment opportunity in the industry. As a Call Center Supervisor, you will be tasked with various responsibilities aimed at enhancing customer experiences, supervising a diverse workforce, and driving performance within the call center operations service area.
Responsibilities:- Assist in managing transition services agreements for the call center, ensuring performance, customer, and regulatory metrics are met.
- Contribute to the development of local Call Center operations, working in collaboration with labor partners and other key stakeholders.
- Supervise and coach a culturally diverse workforce to ensure tasks are carried out in accordance with end-to-end processes.
- Monitor and record the performance of staff, providing timely feedback on issues relating to sickness, discipline, and performance levels.
- Identify, support, and execute performance improvement initiatives within the call center.
- Foster an engaging climate to ensure motivation, participation, and opportunities for sustained and continued employee engagement.
- Monitor Service Level targets, Key Performance Indicators, and Risk to ensure compliance.
- Promote and implement procedural best practices to ensure compliance with policies and regulatory requirements.
- Use sound judgment in making decisions that impact productivity and cost.
- Ensure the team operates using safe work practices. • Proficient in Microsoft Office Suites, including Microsoft Word, Microsoft Excel, and Microsoft PowerPoint
- Experience in supervising, planning, and executing procedures and policies
- Strong customer service skills
- Ability to report, track, and improve key performance indicators (KPIs) and other metrics
- Knowledge of hiring processes and compliance functions
- Proficiency in English and Spanish languages
- Familiarity with workstation support and 'About Time' software
- Strong phone presence and experience in a call center environment
- Ability to ensure compliance with company policies and regulations
- Excellent skills in stakeholder and partner management
- Experience in improving productivity and efficiency in a team setting
- Ability to train and support team members in their roles.
Providence
Overview:
Location: Providence RI – In office role
Job Type: Part Time position (Monday to Friday, up to 30 hours per week)
Travel: None
Manages Others: No
Education: High school diploma or GED required
Experience: 1 to 3 years...
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