Call Center Operations Supervisor

Responsibilities

• Provides daily direction and communication to employees so that calls are answered in a timely, efficient and knowledgeable manner
• Manages employees, ensuring work is handled efficiently and effectively
• Performs continual evaluation of processes and procedures; suggests methods to improve area operations, efficiency and service to both internal and external customers
• Ensures employees have appropriate training and other resources to perform their jobs
• Creates and maintains a high-quality work environment
• Aids the manager with the development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs
• Works as a member/leader of special or ongoing projects that are important to area/process improvement
• Uses appropriate judgment in upward communication regarding department or employee concerns
• Aids in the documentation, and training of DocuSign program
• Aids in developing and preparing operational plans and reports on project status
• Promotes adherence to and upholds the company’s mission and values

Qualifications

• At least 2 years of related experience
• Excellent written and oral communication skills
• Extensive experience in working on complex projects with critical thinking and problem solving
• Demonstrated ability to organize and administrate tasks effectively, meeting deadlines through planning and organization
• Ability to balance work pressure with time management skills
• Ability to build positive relationships and communicate with people of diverse backgrounds and abilities
• Experience in working, initiating, and maintaining a highly effective team
• Certified in the use of Microsoft programs and the Internet
• Certified in the use of Excel