Contact Center Supervisor

6 hours ago

Clifton Park, New York, United States Dirad Technologies INC Full time
Job Description

DiRAD Technologies, Inc. is a leading provider of call center software and solutions, and we're seeking a dedicated Contact Center Supervisor to join our team. As a key member of our operations team, you will be responsible for managing daily operations, ensuring a successful team, and maintaining a positive working environment.

Responsibilities:
  • Assist the Contact Center Director and Manager with implementation and operational readiness activities, including documentation development, training, and quality control planning.
  • Partner with the Director of Contact Center Operations and Contact Center Manager to manage daily operations, including monitoring attendance and scheduling, employee performance, and performance metrics.
  • Oversee an assigned team of Contact Center Representatives, providing ongoing support, coaching, and guidance to ensure team members meet performance expectations.
  • Develop and maintain processes and procedures to ensure efficient and effective operations.
  • Identify areas for process improvement and present recommendations to the Manager and Director of Contact Center Operations.
  • Assist with planning and implementation activities associated with new projects, including onboarding activities for new hires and training.
  • Prepare and deliver corrective action plans as needed.
Requirements:
  • Pre-employment and random PHMSA drug testing required.
  • Background check required.
  • High school diploma or equivalent required; college degree in a field related to business a plus.
  • Certified Call Centre Manager (CCCM) or equivalent certification a plus.
  • Proficient in Call Center CRM software and equipment.
  • Previous experience in call center supervisory or management role.
  • Proven experience with customer service, performance evaluations, and call center metrics.
  • Strong written and verbal communication skills, with ability to identify and solve problems accurately and efficiently.
Working Environment and Physical Efforts:
  • This project requires agents to be in person for training/nesting period or in the event remote work environment is not a fit.
  • Remaining in a stationary position (sitting) up to 75% of the time.
  • Constantly operating a computer (typing, using a mouse) and telephone (speaking).
  • Constantly communicating with callers via telephone and computer who have inquiries or need assistance regarding a program or service.

DiRAD Technologies, Inc. is an equal opportunity employer and is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs.

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