Supervisor, Operations - Seasonal
Location: Jacksonville, US
About the role
This seasonal Supervisor, Operations position provides world-class support to call center agents and our clients’ customers while driving performance to exceed targets. The role focuses on coaching agents in call-center performance, customer service, technology, and professional development. You will work regionally to interview and close candidates, meeting daily quotas for interviews and offer ratios.
Responsibilities
- Directly manage a team of 10 or more agents, including hiring input, discipline, discharge, and payroll documentation accuracy.
- Identify, prioritize, and coach agent development areas.
- Document account resolutions, issues, and general notes.
- Assist agents with product functionality and basic troubleshooting for customer issues.
- Maintain target performance levels required by the client.
- Stay up-to-date on product and procedural knowledge through email updates, meetings, and trainings.
- Use motivational techniques to promote team building and boost morale.
- Maintain a positive team and working environment.
- Multitask, listen, input data, and provide solutions to agents.
- Ensure all agent reference materials are current.
- Perform general duties or additional tasks as business needs arise.
- Conduct phone call monitoring and desk-side coaching to ensure required customer service levels.
- Ensure agents have functional equipment and necessary tools for their roles.
Requirements
- Consistent attendance and punctuality.
- Experience as a mentor.
- Ability to exceed KPIs.
- Proficient knowledge of inbound contact center environments.
- Excellent phone, customer service, analytical, and troubleshooting skills.
- Strong verbal and written communication abilities.
- Ability to multitask, handle escalated calls, and manage upset customers professionally.
- Flexible schedule availability.
- Analytical and troubleshooting expertise.
- Ability to develop and motivate a team.
- Superb listening, probing, negotiation, and de-escalation skills.
Benefits
- Employee performance incentives and prizes.
- Frequent employee events, games, parties, and workplace fun.
- Healthcare benefits.
- Paid training.
- Opportunities for growth within ResultsCX.
About ResultsCX
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve satisfaction and loyalty while improving efficiency and reducing costs. With over 30 years of experience, ResultsCX has grown to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our expertise includes actionable analytics, contact center as a service (CCaaS), and our SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences.