Job Overview:We are seeking a dedicated Call Center Supervisor to lead a team of 30 agents in a fast-paced virtual environment. This role is crucial for ensuring operational efficiency and maintaining high service standards. As a Supervisor, you will monitor performance, provide real-time coaching, and foster a positive work environment.Schedule:Open to Weekday and Weekend hours from 3:30pm to 12:00am (Possible Overtime)Daily Responsibilities:
Monitor Agent Performance: Oversee up to 30 agents, reviewing individual and team metrics (e.g., call quality, schedule adherence, KPIs like AHT).
Provide Real-Time Coaching: Offer constructive feedback to agents based on call observations and performance data.
Manage Team Schedules: Ensure adherence to shift schedules and make adjustments as needed for optimal coverage.
Track Attendance and Adherence: Monitor agent attendance and time adherence to support operational efficiency.
Daily Reporting: Prepare and review daily performance reports, including call volume, average handle time, and customer satisfaction.
Foster Team Morale: Engage with team members to motivate and maintain a positive work environment.
Facilitate Quick Team Huddles: Conduct brief team meetings to discuss performance, updates, and announcements.
Address Immediate Concerns: Handle any on-the-spot operational issues or technical difficulties agents may encounter.
Weekly Responsibilities:
Conduct One-on-One Meetings: Meet with individual agents to discuss performance, set goals, and provide development feedback (30 minutes total: 15 minutes for review, 15 minutes for discussion).
Team Performance Reviews: Analyze overall team performance for the week, identifying trends and areas for improvement.
Training and Development: Arrange or provide ongoing training based on performance gaps or updates on new products/services.
Manage Team KPIs: Set weekly team targets, review progress, and devise strategies to meet or exceed them.
Quality Assurance Checks: Review recorded calls and agent interactions to ensure quality standards are met.
Communicate with Upper Management: Provide reports and updates to management regarding team performance, challenges, and recommendations.
Plan and Assign Tasks: Ensure efficient distribution of tasks and call volumes based on team capacity.
Track Agent Development: Monitor the progress of each agent’s career path and development initiatives.
Qualifications:
Proven experience in a call center environment, preferably in a supervisory role.
Strong leadership and coaching skills.
Excellent analytical and problem-solving abilities.
Effective communication skills, both verbal and written.
Ability to manage multiple tasks and meet deadlines.
Familiarity with call center metrics and performance tracking tools.
High Speed Internet
If you are a proactive leader looking to make a positive impact in a dynamic call center environment, we encourage you to apply!Equal Opportunity Employer/Veterans/Disabled. To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit: http://www.adeccousa.com/candidate-privacy/ The Company will consider qualified applicants with arrest and conviction records.Pay Details: $35.00 per hourBenefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.Equal Opportunity Employer/Veterans/DisabledTo read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adecco.com/en-us/candidate-privacyThe Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
The California Fair Chance Act
Los Angeles City Fair Chance Ordinance
Los Angeles County Fair Chance Ordinance for Employers
San Francisco Fair Chance Ordinance
