Supervisor - Call Center (Temporary, Remote McAllen, TX)

Description & Requirements

• Essential Duties and Responsibilities:
  • Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
  • Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources
  • Develop work schedules and assign duties to direct report personnel to ensure efficiency
  • Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
  • Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems
  • Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks
  • Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
  • Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
  • Participate in meetings and recommend changes to policies and procedures
  • Assume leadership responsibility for departmental tasks and call center activities as required
  • Support and enforce call center expectations
  • Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work
  • Assist direct reports with escalated issues or cases as needed
  • Perform other duties as assigned by leadership
• Maintain a high level of confidentiality while performing all work tasks
• Perform other duties as assigned by leadership.

• Bachelor's degree in related field
• 3-5 years of relevant professional experience required
• Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully.

Remote Position Requirements:

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net).
• Minimum 5mpbs upload speed.
• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home internet router.
• Private work area and adequate power source