Full-Time Call Center Operations Supervisor

Call Center Operations Supervisor

Schedule and Work Hours: This is a full-time, 40-hour per week position. The schedule may include overtime, holidays, and weekends. Shift availability is for Overnight Shift (12:00am - 8:00am EST). Flexibility is encouraged. This is a fully remote opportunity.

Essential Duties and Responsibilities:

• Supervises Operations Agents to ensure efficient and effective customer service.
• Monitors workload queues, group email accounts, and faxes for effective client service.
• Maintains communication with client functional departments.
• Monitors and enforces quality expectations through coaching and counseling.
• Assists in developing training programs for client service.
• Engages and motivates Operations Agents.
• Provides statistical feedback and corrective feedback to Agents as needed.
• Resolves operational issues from complex client requirements.
• Maintains a shift log for actionable requests.
• Monitors processes to improve quality and recommend changes.
• Ensures completion of reports as required.
• Collaborates with other departments to resolve problems.
• Monitors and controls departmental expenditures.
• Reviews and alleviates discrepancies within the API system.
• Builds and maintains business relationships with clients.
• Performs other duties as assigned.

Qualifications:

• Bachelor's Degree (or equivalent) preferred.
• Two years of call center, airline operations, API Operations Center, or crew scheduling experience required.

Knowledge/Skills/Abilities:

• Customer focus, objectivity, and dependability.
• Careful, measured judgment and decision making.
• Critical thinking abilities.
• Managing, motivating, developing, and directing people.
• Superior communication skills (verbal, non-verbal, and written).
• Strong active listening skills.
• Identifying problems, their sources, and solutions.
• Strong working knowledge of the field.
• Building relationships between individuals and within the department.

Good Faith Compensation: Hourly, non-exempt position. Hourly rate range: $27-$29/hr.

Work Environment: Professional office environment. Uses standard office equipment.

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