Job purpose
Under supervision of the Senior Manager, the Operations Supervisor is responsible for all daily operations and meeting the assigned program KPI metrics by coaching and training his or her assigned team. Through development and management of the agents, the Operations Supervisor ensures that their team is meeting all performance requirements related to their assigned client programs to ensure client satisfaction and retention.
Essential Functions and Responsibilities
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Participate in the recruiting, hiring and development of Agents to build a team of high performers.
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Evaluate and manage ongoing performance of Agents and provide coaching and development support.
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Collaborate with your Senior Manager to ensure alignment of operational goals and cascading of goals to direct reports.
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Maintain and improve employee morale through effective leadership.
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Coach and develop your direct reports / agents to improve performance.
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Monitor agent performance, and ensure effective practices are executed across team.
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Responsible for input scheduling of agents and meeting performance utilization goals.
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Owning messages from executive management through the call center.
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Engage, facilitate, and help drive communication between call centers and the Client Experience Department to ensure agent productivity levels are met.
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Collaborate with internal and external customers to establish performance standards to meet sales and service goals.
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Identify sales and service failures or customer concerns and recommend solution options.
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Drive the execution of call center initiatives through call center teams.
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Effectively escalate problematic issues to the appropriate decision maker.
Qualifications
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Ability to learn quickly while continually recognizing and adapting to changing conditions.
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Ability to function in a fast-paced role and facilitate innovation and creativity to generate ideas for quick response.
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Ability to drive staff performance improvement through effective application of coaching and development techniques.
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Strong leadership skills, with the ability to enthusiastically engage and motivate others.
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Ability to benchmark and measure effectiveness of agents and drive change for improvements.
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Ability to employ good judgment, act with integrity, take ownership and accountability, and seek advice when necessary.
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Coach and develop your direct reports/agents to improve outbound calling performance.
Education and Experience
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Minimum 2-3 years of outbound sales leadership experience
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2–3-year coaching, training, and people development experience
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Bachelor's degree preferred.
Working conditions/ Physical requirements
Televerde provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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