Jobsxl - Jobs in USA

Role: Call Center Supervisor

Interview Mode : Onsite

Duration: FTE

Location : Alpharetta, GA 30009 (Onsite)

Shift Timings: - Need weekend coverage as well

Shift 1: 7:00AM to 4:00 PM EST

Shift 2 : 3:00 PM to 12:00 Midnight

Role Overview

Job Description

· Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

· Develops call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

· Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

· Accomplishes call centre human resource objectives by orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

· Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends.

· Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

· Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Education and Experience Requirements

· High school diploma or equivalent

· A successfully completed management course is a plus

Job Type: Full-time

Salary: $50,000.00 - $59,000.00 per year

Benefits:

• Health insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Education:

• Bachelor's (Preferred)

Experience:

• team leader: 1 year (Preferred)
• call center supervisor: 1 year (Preferred)
• Technical support: 1 year (Preferred)

Work Location: One location