Job Summary
The Shift Supervisor will assist the Program Manager in daily operations in accordance with ARNG Recruiting and iostudio policies, procedures and guidelines. This position will ensure smooth processing operation during shift and hand off to the next Shift Supervisor any and all issues that were not completed on shift.
Responsibilities
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Manage the daily activities of teams of Operators as they process applicants in accordance with client policies, procedures and guidelines
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Supervise team members, providing coaching, initiating training opportunities and handling disciplinary actions
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Possess a thorough knowledge of client recruitment criteria and incentive programs and be able to explain them in simple terms
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Monitor scheduling to ensure sufficient coverage is available during training times, employee absences, vacation approvals and operational hours
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Maintain awareness of team member skills and suggest/coordinate additional training and/or resources as necessary
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Ensure all policies and procedures are followed, including but not limited to meeting operational standards, shift production goals, maintaining service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals
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Communicate regularly with management to provide updates on goals, strategy, staffing and program issues
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Availability to team members during your shift is an essential part of this position, whether in the office, via email, or by telephone; MUST be accessible to team members during your shift 7 days per week; required to cover any shifts where minimum staffing requirements are not met
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Work closely with Program Manager to improve productivity and program success
- Maintain a positive working relationship with all assigned Operators; work effectively with your team members and maintain positive morale and a sense of teamwork
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Rely on extensive experience and judgment to plan and accomplish goals
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A wide degree of creativity and latitude is expected
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Calibrate between shifts to ensure all Operators are working under the same set of rules, enlistment criteria, changes, special requirements, etc.
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Test program changes and provide feedback to programming team as necessary
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Relieve Operators of any calls that escalate out of the normal range of civility
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Develop and update training schedules for new hires
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Be, know and do: Be able to step into any position in the Call Center and function efficiently by sustaining the highest level of product knowledge
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Set the example!
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Represent iostudio in a professional manner with all client leadership, vendors and staff
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Qualifications
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Ability to type 30 wpm, research information on the Web, and talk on the phone to potential applicants and recruiters when required
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Technical skills in Word, Outlook and instant messaging required
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Ability to multitask with multiple communication tools in order to provide quality customer service
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Effective and professional verbal and written communication skills
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The ability to effectively train Operators to perform their duties is required
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Ability to work effectively with other team members and maintain positive morale and a sense of teamwork
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If position is under government contract:
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Ability to qualify for a government security clearance, as required by government contract
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Citizen of the United States of America, as required by government contract
Education and Experience
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Bachelor’s degree a plus, may be substituted based on experience
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Minimum 2 years of military recruiting experience; suitable civilian sales or call center experience can be substituted
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2+ years of supervisory experience within a Call Center environment
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2+ Experience utilizing a variety of Call Center programs, software and telephony preferred
