Call Center Manager
3 days ago
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.
- 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.
- 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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