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On Site Supervisor
2 months ago
We are seeking an experienced On Site Supervisor to join our team at Terrestris LLC. As a key member of our operations team, you will be responsible for providing guidance and support to our agents, ensuring the smooth operation of our call center.
Key Responsibilities- Leadership and Guidance: Provide coaching and training to agents to ensure they meet the established standards and protocols of our call center.
- Performance Monitoring: Monitor the performance of our call center, ensuring customer service is delivered efficiently and effectively.
- Workforce Management: Manage and assign work to agents, ensuring optimal productivity and coverage during business operating hours.
- Reporting and Analytics: Provide regular reports and analytics to the Government FTE Supervisor and other stakeholders on call center performance.
- Customer Interaction: Interact with customers and other members of the team with respect, courtesy, focus, and professionalism.
- Process Improvement: Actively participate in improving the call center's performance by identifying areas for improvement and implementing changes.
- Quality Assurance: Validate all work performed by agents before signing off on production summary documents.
- Communication: Work closely with DLC management to resolve complex issues and concerns.
- Reporting and Documentation: Provide a summary of all duties performed by agents and their accomplishments on a weekly basis.
- Experience: Minimum 5 years of customer service experience, with a minimum of 1 year in a supervisory or management role.
- Skills: Strong planning and organizational skills, with the ability to develop and submit reports, briefings, and operating procedures.
- Education: High school diploma or equivalent, with a preference for additional higher education in business management or supervision.
- Technology: Proficiency with technology, including computers, software applications, and multi-line phone systems.
- Communication: Advanced verbal and written communication skills, with the ability to coach, train, and motivate employees.
Terrestris LLC is an Equal Opportunity Employer (EOE) committed to maintaining a quality work-life balance. We offer outstanding benefits, including health, dental, and vision coverage, a retirement plan, and a profit-sharing/bonus plan.
