Call Center Supervisor
About the role
Driven by our Passion for People, our Operations Supervisors are experts in coaching, training and bringing the best out of our agents. Developing talent is their bread and butter—and our Ops. Supervisors consistently perform at a high level. They report directly into the Site Director of their respective sites.
Responsibilities
- Inktel’s Passion for People in every interaction.
- Lead a team of 15-20 direct reports; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
- Implement strategies to keep attrition low.
- Oversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are met.
- Drive a culture of accountability, continuous improvement, and personal excellence.
- Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers.
- Prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues.
- Work constructively with other departments, such as client services, quality assurance, training, and recruiting, to share ideas and leverage best practices.
- Develop and audit quality assurance strategies to ensure the delivery of world-class service.
Qualifications
- Proven track record of Service, Tenacity, Responsibility, Integrity, Versatility, and Entrepreneurship.
- An amazing combination of nimble thinking, high energy, passion and persistence: resourcefulness.
- Empathetic and active listening.
- Excellent communication skills: concision and clarity.
- Passion for coaching, providing feedback and developing talent.
- A positive outlook and enthusiastic attitude.
- A conscientious team player.
- Driven by delivering results.
- A professional demeanor, put together.
- Dependable and consistent.
- 2-5 years of contact center or customer service experience with a minimum of two years in a leadership/management role.
- Thrives in a fast-paced environment with changing priorities and goals.
- Able to commute to our office in Ft. Lauderdale.
Pay
The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan.
Schedule
Not specified.
Benefits
Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.