Supervisor, Contact Center - Remote

Responsibilities

• Customer Experience
• Lead by example
• Demonstrate professionalism
• Actively listen and express empathy
• Remove obstacles
• Operational Execution
• Drive accountability for self and team
• Manage timely and accurate completion of work
• Monitor and adjust staffing daily
• Embrace change and demonstrate adaptability
• Talent Optimization
• Provide feedback and coaching
• Develop others
• Drive for continuous improvement
• Build team atmosphere
• Profit Maximization
• Control overtime
• Manage expenses
• Empower with company in mind
• Deliver on operational objectives

Success Drivers

• Drive for Results
• Uses data to set priorities and translates goals into action plans
• Consistently pushes self and others for results; eliminates roadblocks
• Quickly acts based on changing business needs
• Developing Direct Reports & Others
• Constructs compelling development plans and executes them
• Provides challenging and stretching tasks and assignments
• Provides coaching and direction to direct and indirect reports
• Motivating Others
• Creates a climate in which people want to do their best
• Motivates and inspires direct reports and teams
• Makes each individual feel their work is important
• Managing and Measuring Work
• Ensures effective time management and contribution to workload for self and others
• Sets clear and measurable objectives
• Marks process, progress and results and provides effective coaching
• Managerial Courage
• Does not hold back what needs to be said and is not afraid to take action
• Provides on-time, direct, complete, and actionable positive and corrective feedback to others
• Customer Focus
• Role models delivering an exceptional customer experience every time
• Uses good judgment and acts with teams and customers in mind
• Understands and teaches how operational execution directly affects the customer experience
• Establishes and maintains positive interactions with customers, peers and associates through respectful and effective communication

Pay

The anticipated salary range for this position is $61,800 – $92,700 depending on location, knowledge, skills, education and experience.

Benefits

We offer comprehensive and competitive benefits to Associates (and their families) such as medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company’s 401k plan. Associates will accrue paid time off up to 200 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law.