Call Center Manager

3 days ago

Tampa, Florida, United States OneTouch Direct Full time
Job Title: Call Center Supervisor-Tampa

OneTouch Direct is a leading provider of contact center solutions, serving Fortune 500 companies with innovative products and exceptional service. We're a seamless extension of our clients, with a culture that sets us apart.

The Performance Supervisor will lead a team of associates, supporting each individual to achieve their personal goals and company performance metrics. Self-motivated candidates with a talent for motivating others are encouraged to apply.

Key Responsibilities:
  • Manage and motivate staff, providing training and development opportunities to ensure company policies are followed.
  • Monitor daily employee attendance and schedule adherence to report on program performance.
  • Track daily, weekly, monthly, and annual projected versus actual performance metrics.
  • Provide resource allocation analysis to ensure adequate staff and scheduled hours meet performance requirements.
  • Communicate performance targets and requirements to relevant parties.
  • Communicate program goals and provide performance feedback to employees.
  • Oversee employee productivity and product knowledge to drive results.
  • Review daily reports for employee adherence to scheduled hours.
  • Resolve employee pay discrepancies.
  • Review hourly flash reports to track rates and make intraday changes.
Requirements:
  • Ability to work 45+ hours a week.
  • Supervisory or management experience.
  • Ability to build trust and demonstrate empathy.
  • Engaging personality for a fast-paced, goal-driven environment.
  • Highly motivated, flexible, and great attitude.
  • Bilingual is a plus but not required.
Benefits:
  • A management team that cares.
  • Consistent growth over the past 10 years.
  • Excellent compensation and benefits package.
  • High-energy work environment.
  • Family-oriented culture.
  • Referral bonuses.
  • Paid time off (PTO).
  • 401K.
  • Health benefits.

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