Spherion has partnered with a fast growing company in the health care space seeking an Instructional Designer to join the Learning & Development team in Fort Myers, FL. They are looking for a new team member who is positive, energetic, well-organized, can multi-task, and think outside of the box. They want someone who supports our top initiative of ensuring an excellent patient experience!The Instructional Designer will support the build out of company University training content and materials by identifying, packaging and deploying content for optimum delivery on behalf of the company's various audience groups. Formal learning and development content is used in a blended approach, involving eLearning, mobile training, virtual training, and classroom training. Informal learning and development includes "just in time" decision support and the ability for Subject Matter Experts to create and deploy content via methods such as social media formats and video.Responsibilities:- Establish and ensure adherence to The company University learning and development standards- Under direction of departmental leadership, create standard templates for content delivery (e.g., training documents, delivery materials)- Create and test structures to deploy content on various platforms/channels (e.g., Learning Management System, Intranet, mobile devices)- Create standard operating procedures regarding the use of various platforms- Create content inventory and adhere to taxonomy for identifying and tagging content within Learning Management System (LMS)- Keep up to date on learning tools, trends, and ideas- Write and edit text to communicate availability of training courses and materials- Create and package training and educational content for platforms and various learning modalities (e.g., classroom, webinar, eLearning, simulations)- Collaborate with Subject Matter Experts (SMEs) to identify content for new initiatives, and to remediate current issues and improve workflows- Translate company's protocols, procedures and policies into simple and well-structured decision support materials, newsletters and formal training formats (e.g., instructor-led, virtual, eLearning, video, simulation) according to adult learning and instructional design best practices- Design quizzes and meaningful course interactions to increase learning and retention- Collaborate with SMEs to maintain and update content to keep current- Assist in aligning all necessary content to support new hire orientation and onboarding- Identify, acquire and maintain external training and educational content- Research and recommend vendors for third party content- Maintain vendor content- Performs other job-related duties as requireWorking hours: 8:00 AM - 5:00 PMSkills:- Proficient knowledge of Microsoft Excel Spreadsheet software; Microsoft Word Processing software, PowerPoint, Access, Outlook and ADP Payroll systems. Knowledge of Computers, Fax, Portals, Uploading, Downloading etc.- Microsoft Word: basic text formatting functions, tables, bullets and numbering, hanging indents, inserting graphics, tracking changes, accepting comments and changes.- Microsoft PowerPoint: basic text formatting, tables, master layouts, text and title placeholders, entering slide notes; ability to use graphic design features to create screen layouts.- Ability to maintain & access files in an organized fashion on local hard drive, network drive and Learning Management System (LMS).Education:BachelorsExperience:1-4 yearsQualifications:Bachelor's degree in training and development, organizational design, organizational development, human resources, psychology, business/technical writing, communications, literature or a related discipline.3 years in the instructional design function.2+years solid experience in delivering training.Experience in basic eLearning authoring tools (e.g., Captivate, Articulate) Please apply with a current resume for immediate considerationSpherion 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. 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.
Spherion has partnered with a fast growing company in the health care space seeking an Instructional Designer to join the Learning & Development team in Fort Myers, FL. They are looking for a new team member who is positive, energetic, well-organized, can multi-task, and think outside of the box. They want someone who supports our top initiative of ensuring an excellent patient experience!The Instructional Designer will support the build out of company University training content and materials by identifying, packaging and deploying content for optimum delivery on behalf of the company's various audience groups. Formal learning and development content is used in a blended approach, involving eLearning, mobile training, virtual training, and classroom training. Informal learning and development includes "just in time" decision support and the ability for Subject Matter Experts to create and deploy content via methods such as social media formats and video.Responsibilities:- Establish and ensure adherence to The company University learning and development standards- Under direction of departmental leadership, create standard templates for content delivery (e.g., training documents, delivery materials)- Create and test structures to deploy content on various platforms/channels (e.g., Learning Management System, Intranet, mobile devices)- Create standard operating procedures regarding the use of various platforms- Create content inventory and adhere to taxonomy for identifying and tagging content within Learning Management System (LMS)- Keep up to date on learning tools, trends, and ideas- Write and edit text to communicate availability of training courses and materials- Create and package training and educational content for platforms and various learning modalities (e.g., classroom, webinar, eLearning, simulations)- Collaborate with Subject Matter Experts (SMEs) to identify content for new initiatives, and to remediate current issues and improve workflows- Translate company's protocols, procedures and policies into simple and well-structured decision support materials, newsletters and formal training formats (e.g., instructor-led, virtual, eLearning, video, simulation) according to adult learning and instructional design best practices- Design quizzes and meaningful course interactions to increase learning and retention- Collaborate with SMEs to maintain and update content to keep current- Assist in aligning all necessary content to support new hire orientation and onboarding- Identify, acquire and maintain external training and educational content- Research and recommend vendors for third party content- Maintain vendor content- Performs other job-related duties as requireWorking hours: 8:00 AM - 5:00 PMSkills:- Proficient knowledge of Microsoft Excel Spreadsheet software; Microsoft Word Processing software, PowerPoint, Access, Outlook and ADP Payroll systems. Knowledge of Computers, Fax, Portals, Uploading, Downloading etc.- Microsoft Word: basic text formatting functions, tables, bullets and numbering, hanging indents, inserting graphics, tracking changes, accepting comments and changes.- Microsoft PowerPoint: basic text formatting, tables, master layouts, text and title placeholders, entering slide notes; ability to use graphic design features to create screen layouts.- Ability to maintain & access files in an organized fashion on local hard drive, network drive and Learning Management System (LMS).Education:BachelorsExperience:1-4 yearsQualifications:Bachelor's degree in training and development, organizational design, organizational development, human resources, psychology, business/technical writing, communications, literature or a related discipline.3 years in the instructional design function.2+years solid experience in delivering training.Experience in basic eLearning authoring tools (e.g., Captivate, Articulate) Please apply with a current resume for immediate considerationSpherion 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. 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.
Providing an inspired sense of leadership to a client account consisting of teams of contact center agents, team leaders and managers. Responsible for overseeing the day-to-day operations of the team to ensure consistent follow up and communication, problem solving and to meet established client metrics and Service Level Agreements (SLA's). The ideal candidate will ensure operations and financial targets are met or surpassed e.g. balanced scorecard metrics and financial indicators such as EBITDA, profit and loss, gross margins etc. The Sr. Operations Manager will also provide significant contributions to activities related to customer acquisition, customer satisfaction, client relationship management and program management.Responsibilities:Oversee all aspects of team member training and development related to programs and client needs ??? Ensure high performance standards are maintained through consistent and frequent monitoring and coaching of representatives. ??? Oversee performance and quality standard reviews to ensure outcomes meet client expectations ??? Monitor all key metrics in support of meeting/exceeding initiative objectives ??? Troubleshoot and create action plans to quickly and effectively address problems ??? Ensure all company policies and procedures are adhered to at the center which includes promoting our company values, fair process, diversity and inclusion ??? Identify process improvement opportunities to drive operational efficiencies operation ??? Collaborate with senior management to define strategic scope with measurable KPIs to achieve performance results ( agent utilization, productivity, quality, average hold time, abandonment rate, average call wrap-up time, inbound service recovery, and customer reference ability) ??? Oversee the interviewing & individual operations assessments of all candidates entering program ??? Maintain strong interlock with the hiring & training leaders and implements closed loop planning and work assignments to continuously improve hiring pool??? Manage all personnel in line with meeting key objective, conducts performance reviews and employee recognition ??? Manage all financial and budgeting responsibilities of operational support division ??? Assume full responsibility for achieving P&L projections for Call CenterWorking hours: 8:00 AM - 5:00 PMSkills:- Extensive experience in managing individual and campaign metrics - Demonstrated track record of recruiting, training, coaching and managing a 150+ agent call center to achieve performance objectives - Strong organizational and strategic planning skills - Client advocate with strong customer service skills - Ability to coach and develop program management to drive program performance - Flexibility and versatility in problem analysis and resolution requiring attention to detail - Ability to communicate across functional lines - Ability to analyze and interpret qualitative and quantitative data - Excellent interpersonal, written and oral communications and organizational skills - Experience implementing written call center procedures, scripts and processesEducation:BachelorsExperience:4-7 yearsQualifications:- Bachelor's degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience- Minimum 3+ years of campaign level management driving client, shareholder and employee satisfaction - Extensive experience in management and operations management in a customer service or call center environment - Strong understanding of P&L and campaign budgeting Preferred Experience, Skills & Competencies: ??? Experience in contact center outsourcing ??? Knowledge of programs including but not limited to Verint, IEX, Salesforce, etc. ??? Post secondary education in business and commerceSpherion 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. 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.
Providing an inspired sense of leadership to a client account consisting of teams of contact center agents, team leaders and managers. Responsible for overseeing the day-to-day operations of the team to ensure consistent follow up and communication, problem solving and to meet established client metrics and Service Level Agreements (SLA's). The ideal candidate will ensure operations and financial targets are met or surpassed e.g. balanced scorecard metrics and financial indicators such as EBITDA, profit and loss, gross margins etc. The Sr. Operations Manager will also provide significant contributions to activities related to customer acquisition, customer satisfaction, client relationship management and program management.Responsibilities:Oversee all aspects of team member training and development related to programs and client needs ??? Ensure high performance standards are maintained through consistent and frequent monitoring and coaching of representatives. ??? Oversee performance and quality standard reviews to ensure outcomes meet client expectations ??? Monitor all key metrics in support of meeting/exceeding initiative objectives ??? Troubleshoot and create action plans to quickly and effectively address problems ??? Ensure all company policies and procedures are adhered to at the center which includes promoting our company values, fair process, diversity and inclusion ??? Identify process improvement opportunities to drive operational efficiencies operation ??? Collaborate with senior management to define strategic scope with measurable KPIs to achieve performance results ( agent utilization, productivity, quality, average hold time, abandonment rate, average call wrap-up time, inbound service recovery, and customer reference ability) ??? Oversee the interviewing & individual operations assessments of all candidates entering program ??? Maintain strong interlock with the hiring & training leaders and implements closed loop planning and work assignments to continuously improve hiring pool??? Manage all personnel in line with meeting key objective, conducts performance reviews and employee recognition ??? Manage all financial and budgeting responsibilities of operational support division ??? Assume full responsibility for achieving P&L projections for Call CenterWorking hours: 8:00 AM - 5:00 PMSkills:- Extensive experience in managing individual and campaign metrics - Demonstrated track record of recruiting, training, coaching and managing a 150+ agent call center to achieve performance objectives - Strong organizational and strategic planning skills - Client advocate with strong customer service skills - Ability to coach and develop program management to drive program performance - Flexibility and versatility in problem analysis and resolution requiring attention to detail - Ability to communicate across functional lines - Ability to analyze and interpret qualitative and quantitative data - Excellent interpersonal, written and oral communications and organizational skills - Experience implementing written call center procedures, scripts and processesEducation:BachelorsExperience:4-7 yearsQualifications:- Bachelor's degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience- Minimum 3+ years of campaign level management driving client, shareholder and employee satisfaction - Extensive experience in management and operations management in a customer service or call center environment - Strong understanding of P&L and campaign budgeting Preferred Experience, Skills & Competencies: ??? Experience in contact center outsourcing ??? Knowledge of programs including but not limited to Verint, IEX, Salesforce, etc. ??? Post secondary education in business and commerceSpherion 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. 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.
This position is primarily responsible for the development and execution of recruitment and onboarding activities as well as supporting HR initiatives including, but not limited to, compensation analysis, benefits administration, legal compliance, training, and employee relations. Will regularly assist with a variety of HR functions and activities as required.Responsibilities:-Serves as lead in recruitment initiatives, from recruitment request through onboarding.Builds robust relationships with hiring managers and local resources.?Reviews and screens resumes, cover letters, schedules interviews, and assesses interview performance. Serves as point person in HR for all internal and external recruitment activities.?Maintains accurate records for temporary employees. Develops solid working relationships with staffing agencies.?Schedules and conducts check in interview, stay interviews and maintains related metrics to support retention initiatives.?Maintains accurate records according to legal requirements and for internal and external reporting requirements.?Assist in developing and executing personnel procedures and policies, providing guidance and interpretation for business operations.?Assist in administering benefits, compensation, and employee performance programs.?Suggest new procedures and policies to continually improve efficiency of the HR department and organization as a whole, and to improve employee experience.?Ensures legal compliance of HR state and federal regulations and applicable employment laws, and update policies and/or procedures as required. May assist with preparation of legally required filings, such as EEO, ACA, Medicare, etc.? Creates/maintains all employment files for all employees, including all legally required documentation. Ensures that all employee files are updated as appropriate.? Maintains accurate and up to date job descriptions? Reviews compensation, internal and external, to assure competitive compensation for new talent and promotional opportunities to include job and compensation studies? Performs assigned tasks required to administer and execute human resource programs including but not limited to compensation, benefits, and leave (including FMLA and other state-mandated leave requirements); disciplinary matters; disputes and investigations; performance and talent management; occupational health and safety; and training and development.? Serves as backup to Payroll and Benefits Specialist.? May participate in employee disciplinary meetings, terminations, and investigations.? Maintains knowledge of trends, best practices, regulatory changes, and new technologies in human resources, talent management, and employment law.? Assists HR Director with various special projects as needed.? Performs other duties, as assignedWorking hours: 8:00 AM - 4:00 PMSkills:LANGUAGE SKILLSSpeaks and writes clearly and persuasively in positive or negative situations. Edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information. Ability to effectively present information and respond to questions from groups of managers, clients, employees, and the general public.MATHEMATICAL SKILLSAbility to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.REASONING ABILITYMust be able to recognize assumptions, evaluate arguments, and draw appropriate conclusions. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exits. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.WORK HABITSSolid sense of urgency. Must be strategically and tactically minded and understand the business of the business. Priorit
This position is primarily responsible for the development and execution of recruitment and onboarding activities as well as supporting HR initiatives including, but not limited to, compensation analysis, benefits administration, legal compliance, training, and employee relations. Will regularly assist with a variety of HR functions and activities as required.Responsibilities:-Serves as lead in recruitment initiatives, from recruitment request through onboarding.Builds robust relationships with hiring managers and local resources.?Reviews and screens resumes, cover letters, schedules interviews, and assesses interview performance. Serves as point person in HR for all internal and external recruitment activities.?Maintains accurate records for temporary employees. Develops solid working relationships with staffing agencies.?Schedules and conducts check in interview, stay interviews and maintains related metrics to support retention initiatives.?Maintains accurate records according to legal requirements and for internal and external reporting requirements.?Assist in developing and executing personnel procedures and policies, providing guidance and interpretation for business operations.?Assist in administering benefits, compensation, and employee performance programs.?Suggest new procedures and policies to continually improve efficiency of the HR department and organization as a whole, and to improve employee experience.?Ensures legal compliance of HR state and federal regulations and applicable employment laws, and update policies and/or procedures as required. May assist with preparation of legally required filings, such as EEO, ACA, Medicare, etc.? Creates/maintains all employment files for all employees, including all legally required documentation. Ensures that all employee files are updated as appropriate.? Maintains accurate and up to date job descriptions? Reviews compensation, internal and external, to assure competitive compensation for new talent and promotional opportunities to include job and compensation studies? Performs assigned tasks required to administer and execute human resource programs including but not limited to compensation, benefits, and leave (including FMLA and other state-mandated leave requirements); disciplinary matters; disputes and investigations; performance and talent management; occupational health and safety; and training and development.? Serves as backup to Payroll and Benefits Specialist.? May participate in employee disciplinary meetings, terminations, and investigations.? Maintains knowledge of trends, best practices, regulatory changes, and new technologies in human resources, talent management, and employment law.? Assists HR Director with various special projects as needed.? Performs other duties, as assignedWorking hours: 8:00 AM - 4:00 PMSkills:LANGUAGE SKILLSSpeaks and writes clearly and persuasively in positive or negative situations. Edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information. Ability to effectively present information and respond to questions from groups of managers, clients, employees, and the general public.MATHEMATICAL SKILLSAbility to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.REASONING ABILITYMust be able to recognize assumptions, evaluate arguments, and draw appropriate conclusions. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exits. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.WORK HABITSSolid sense of urgency. Must be strategically and tactically minded and understand the business of the business. Priorit
Local Financial Institute is seeking a VP Mortgage Loan Manager to join their growing rewarding team! Seeking someone who can evaluate and direct lenders. Will be working with Mortgage Loan Originators and Senior Management to ensure that lending goals are being met. Pursue, evaluate, authorize, and recommend approval of real estate and consumer loans. Work in partnership with the Mortgage Loan Underwriting team to facilitate consistent loan underwriting. Advise borrowers on financial status, collateral options and schedule and methods of payments.Responsibilities:-Staff, train, motivate, supervise and manage Mortgage Loan Originators.-Collaborate with other Mortgage Loan Managers to develop consistent training and development for all Mortgage Loan Originators and Assistants-Oversee assigned Mortgage Loan Originators and assistants to assure strategic initiatives established by Senior Management are accomplished.-Develop, plan and implement lending goals, programs and procedures to improve productivity.-Hold Mortgage Loan Originators and assistants accountable to their job descriptions and provide the training needed to meet those expectations.-Pursue business networking opportunities within community.-Direct Mortgage Loan Originators and assistants to organize educational presentations and to work with marketing personnel on loan promotions.-Work with Collections Department with regards to delinquent loans.-Work effectively with all other personnel to ensure that the Real Estate Loan Department functions appropriately in relation to other departments. -Follow all established lending procedures as explained and trained -Maintain ongoing communication with SVP / Chief Lending Officer and Senior Management Team, informing them of potential problems, new developments or changes in the lending environment.-Pass on to other Mortgage Loan Originators and Loan Assistants loans which present a conflict of interest.Handle Employee loan requests: 1. Meet with Employee applicants to obtain information for loan applications and to answer questions about the process. Analyze applicants' financial status, credit, and property evaluations to determine feasibility of granting loans. 2. Educate Employees about the variety of consumer loans and credit options that are available; assist them in selecting the type of loan that best serves their immediate and long-term needs.-Approve consumer loans within specified limits, and refer loan applications outside those limits for approval; submit consumer loan applications which exceed specified limits to Board of Directors as required.-Address all Member loan issues as soon as possible; handle Member complaints, and take appropriate action to resolve them.-Stay abreast of all current and upcoming compliance and regulatory laws.-Attend Loan Officer Meetings as required.Working hours: 8:00 AM - 5:00 PMSkills:-Personal and professional honesty, integrity, and respect for all co-workers and Members.-Strong analytical and organizational skills.-Ability and willingness to work both independently and as part of an established team.-Willingness to learn on the job and improve consumer lending-related skills.-Ability to prioritize work and juggle multiple simultaneous projects.-Ability and willingness to work with a variety of office equipment and software systems.Education:AssociateExperience:10+ yearsQualifications:-Associates or Bachelor's Degree in finance or banking preferred but not required.-Ten to fifteen years of professional experience in consumer lending required. Apply online today at www.spherion.com/apply/75034Company offers a Great Benefit Package & Pay is DOE!Spherion has helped thousands of people just like
Local Financial Institute is seeking a VP Mortgage Loan Manager to join their growing rewarding team! Seeking someone who can evaluate and direct lenders. Will be working with Mortgage Loan Originators and Senior Management to ensure that lending goals are being met. Pursue, evaluate, authorize, and recommend approval of real estate and consumer loans. Work in partnership with the Mortgage Loan Underwriting team to facilitate consistent loan underwriting. Advise borrowers on financial status, collateral options and schedule and methods of payments.Responsibilities:-Staff, train, motivate, supervise and manage Mortgage Loan Originators.-Collaborate with other Mortgage Loan Managers to develop consistent training and development for all Mortgage Loan Originators and Assistants-Oversee assigned Mortgage Loan Originators and assistants to assure strategic initiatives established by Senior Management are accomplished.-Develop, plan and implement lending goals, programs and procedures to improve productivity.-Hold Mortgage Loan Originators and assistants accountable to their job descriptions and provide the training needed to meet those expectations.-Pursue business networking opportunities within community.-Direct Mortgage Loan Originators and assistants to organize educational presentations and to work with marketing personnel on loan promotions.-Work with Collections Department with regards to delinquent loans.-Work effectively with all other personnel to ensure that the Real Estate Loan Department functions appropriately in relation to other departments. -Follow all established lending procedures as explained and trained -Maintain ongoing communication with SVP / Chief Lending Officer and Senior Management Team, informing them of potential problems, new developments or changes in the lending environment.-Pass on to other Mortgage Loan Originators and Loan Assistants loans which present a conflict of interest.Handle Employee loan requests: 1. Meet with Employee applicants to obtain information for loan applications and to answer questions about the process. Analyze applicants' financial status, credit, and property evaluations to determine feasibility of granting loans. 2. Educate Employees about the variety of consumer loans and credit options that are available; assist them in selecting the type of loan that best serves their immediate and long-term needs.-Approve consumer loans within specified limits, and refer loan applications outside those limits for approval; submit consumer loan applications which exceed specified limits to Board of Directors as required.-Address all Member loan issues as soon as possible; handle Member complaints, and take appropriate action to resolve them.-Stay abreast of all current and upcoming compliance and regulatory laws.-Attend Loan Officer Meetings as required.Working hours: 8:00 AM - 5:00 PMSkills:-Personal and professional honesty, integrity, and respect for all co-workers and Members.-Strong analytical and organizational skills.-Ability and willingness to work both independently and as part of an established team.-Willingness to learn on the job and improve consumer lending-related skills.-Ability to prioritize work and juggle multiple simultaneous projects.-Ability and willingness to work with a variety of office equipment and software systems.Education:AssociateExperience:10+ yearsQualifications:-Associates or Bachelor's Degree in finance or banking preferred but not required.-Ten to fifteen years of professional experience in consumer lending required. Apply online today at www.spherion.com/apply/75034Company offers a Great Benefit Package & Pay is DOE!Spherion has helped thousands of people just like
Spherion has partnered with a fast paced organization seeking an experienced Supervisor to lead their call center team on 2nd shift. This position is responsible for the overall supervision of Contact Center email/chat/phone associates. It will maintain the effectiveness and efficiency of Contact Center email/chat/phone team to deliver a high level of customer satisfaction and profitability to the organization. Support the training and development initiatives to ensure motivated staff and a positive and productive work environment. Supports and reinforces company policies, procedures, and values. This position will include: Plans and aligns, Manages complexity, Culture, Organizational savvy, Courage. This is an excellent direct hire opportunity for a motivational leader!Responsibilities:- Supervise a team of email/chat/phone Customer Consultants and Sr. Specialists.- Monitor agent performance to ensure quality and productivity standards.- Provide coaching and on-the-job training to improve performance.- Implement and execute departmental programs and play a key role in staffing decisions.- Identify and address individual and group training needs.- Provide guidance to team members when responding to changing business conditions.- Prepare and perform, in partnership with Contact Center management, associate performance appraisals.- Proactively solve problems and provide timely resolution to ensure minimal impact to customer and associate satisfaction. Identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted.- Promote a supportive environment in which associates are encouraged to solve problems and address customer issues.- Handle escalated customer issues.- Communicate personal and team customer service and sales goals.- Identify critical Contact Center issues and report them to the Customer Service/Sales Manager.- Value individuality and the diverse talents of the team. Lead the team by communicating expectations, providing guidance, delivering feedback, and empowering the team to be their best.- Other miscellaneous duties as assigned.Working hours: 2:00 PM - 11:00 PMSkills:- Proven success at leading, supervising, and motivating others- Excellent verbal and written communication skills- Strong interpersonal and relationship building skills- Strong computer proficiency in Microsoft Office products- Technical Skill - Operating Systems- Technical Skill - Microsoft Suite- Technical Skill - Process Management- Technical Skill - Project Management- Technical Skill - Reporting and AnalyticsEducation:High SchoolExperience:1-4 yearsQualifications:- High School Diploma or GED - Some college preferred or equivalent combination of education and businessexperience- 3-5 years supervising staff - Supervisory experience in a Contact Center environment- 1-3 years retail customer service experience in apparel Please apply with a current resume for immediate consideration!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. 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.
Spherion has partnered with a fast paced organization seeking an experienced Supervisor to lead their call center team on 2nd shift. This position is responsible for the overall supervision of Contact Center email/chat/phone associates. It will maintain the effectiveness and efficiency of Contact Center email/chat/phone team to deliver a high level of customer satisfaction and profitability to the organization. Support the training and development initiatives to ensure motivated staff and a positive and productive work environment. Supports and reinforces company policies, procedures, and values. This position will include: Plans and aligns, Manages complexity, Culture, Organizational savvy, Courage. This is an excellent direct hire opportunity for a motivational leader!Responsibilities:- Supervise a team of email/chat/phone Customer Consultants and Sr. Specialists.- Monitor agent performance to ensure quality and productivity standards.- Provide coaching and on-the-job training to improve performance.- Implement and execute departmental programs and play a key role in staffing decisions.- Identify and address individual and group training needs.- Provide guidance to team members when responding to changing business conditions.- Prepare and perform, in partnership with Contact Center management, associate performance appraisals.- Proactively solve problems and provide timely resolution to ensure minimal impact to customer and associate satisfaction. Identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted.- Promote a supportive environment in which associates are encouraged to solve problems and address customer issues.- Handle escalated customer issues.- Communicate personal and team customer service and sales goals.- Identify critical Contact Center issues and report them to the Customer Service/Sales Manager.- Value individuality and the diverse talents of the team. Lead the team by communicating expectations, providing guidance, delivering feedback, and empowering the team to be their best.- Other miscellaneous duties as assigned.Working hours: 2:00 PM - 11:00 PMSkills:- Proven success at leading, supervising, and motivating others- Excellent verbal and written communication skills- Strong interpersonal and relationship building skills- Strong computer proficiency in Microsoft Office products- Technical Skill - Operating Systems- Technical Skill - Microsoft Suite- Technical Skill - Process Management- Technical Skill - Project Management- Technical Skill - Reporting and AnalyticsEducation:High SchoolExperience:1-4 yearsQualifications:- High School Diploma or GED - Some college preferred or equivalent combination of education and businessexperience- 3-5 years supervising staff - Supervisory experience in a Contact Center environment- 1-3 years retail customer service experience in apparel Please apply with a current resume for immediate consideration!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. 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.