Operations Supervisor- Day Shift

posted:
Location
Brownsville, Texas
Industry
Customer Service & Call Center (Office and Administrative Support Occupations)
Job Type
Temp to Perm
Working Hours
7:00 AM - 9:00 PM
Salary
US$ 18.27 per hour
Ref. Number
S_39354
Contact
Koon.Vicki, Spherion
Phone
956-961-4298
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Job Description

Rewarding Temp to Hire job as Call Center Supervisor! This role will be responsible for providing front-line, first level supervision and leadership to call center agents with the goal of meeting program objectives and customer service level agreements!

Responsibilities:
Required Responsibilities include but are not limited to the following:

Perform tasks to assure project and program service level requirements and goals are met
Participate in meetings and recommend changes to policies and procedures
Support and enforce contact center expectations and company policies and procedures
Develop work schedules and assign duties to direct report personnel to ensure efficiency
Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
Evaluate employees' job performance and recommend appropriate personnel action
Participate in program special projects as required.
Travel to contact center locations and customer sites may be required.
Flexibility required to work holidays, weekends and /or weekends to meet training needs.
Flexibility required to work a number of shifts, including 3rd shift that could change weekly to meet the needs of the training program.
Perform other duties as assigned by leadership

Working hours: 7:00 AM - 9:00 PM

Skills:
Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
Assume leadership responsibility for departmental tasks and contact center activities as required
Assist with escalated issues or cases as needed, must be able to take over calls as necessary and provide support to Call Center Agents
Assist with escalated issues or cases as needed
Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems
Evaluate employee key performance indicators and identify training needs and development opportunities

Education:
High School

Experience:
1-4 years

Qualifications:
Education and Requirements:

Minimum of High School Diploma
Minimum two (2) years of Training/Supervision related work experience required
Spanish a plus but successful candidate need not be bilingual
Strong leadership skills
Experience in a quality assurance and training role, in a contact center environment
Ability to conduct and manage project reviews and communicate process improvement recommendations
Proficient in the use of Microsoft Office products
Excellent organizational, written, and verbal communication skills
Ability to perform comfortably in a fast-paced, deadline-oriented work environment
Ability to work as a team member, as well as independently


Resumes accepted on a first come first serve basis so be sure to apply ASAP!!!!

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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