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Call Center Supervisor

3 months ago

Irvine, United States TechOp Solutions International Full time
Job DescriptionJob Description

TechOp Solutions is seeking a bilingual individual with excellent communication skills (oral and written), strong reading/writing abilities, and extensive call center supervisory experience to support an exciting opportunity in a federal contact center environment.

The ideal candidate will have proven leadership skills, experience working with multiple CRM systems, and be a curious and efficient practitioner motivated to succeed in a fast-paced environment, working both independently and as part of a team.

Duties:

  • Collaborates with the call center manager to determine operational strategies, technical specifications and metrics, and contributes to strategic plans.
  • Monitors performance with the objective of improving call center operations, troubleshooting admin and technical issues, and managing the implementation of improvement strategies.
  • Oversee a team of call center operators and daily operations, including schedule management.
  • Able to answer calls during periods of high call volume.
  • Queries database and prepares metrics and trend reports for leadership and other key stakeholders.
  • Support the creation and update and of SOPs, job aids, and other tools that improve operational processes.

  • Performs additional duties as assigned.

Requirements

  • Bachelor’s degree and six years of call center supervisor experience; ( Education can be substituted with years of experince)
  • Familiarity with RAD Apps and CRM tools.
  • At least two years of experience working with ServiceNow or similar CMS platforms
  • Strong reading comprehension, writing, and communication skills
  • Bilingual proficiency in English and Spanish.
  • 6+ years managing the process of handling information requests and performing data searches in various systems
  • Law enforcement or immigration experience preferred

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