| Job Title: Contact Center Supervisor | FLSA status: Non-exempt |
| Department: Contact Center | Classification: Administrative |
| Reports to: Contact Center Manager | Supervises: Approx 10 CSR’s |
| Minimum Salary: $22.00 hourly | Maximum Salary: $24.00 hourly |
| Schedule: Various shifts during hours of operation (9am – 7:30pm) | Work Environment: In-Person |
DiRAD Technologies, Inc., a leading communications solution provider, is growing again!
We’re looking for a dedicated Contact Center Supervisor to take our operation to the next level. Our clients include DiRAD’s users of our technology platforms, in addition to contact customer service and answering service clients.
Why join us:
DiRAD Technologies is expanding at a record pace, and we’re looking for talented people to join our team. We’re a leading provider of call center software and solutions and always on the cutting edge of technology. Our team is passionate about customer service, and we’re committed to helping our customers achieve their goals.
We encourage you to apply if you’re looking for a challenging and rewarding career. We offer an environment that is professional yet laid back; a think-tank culture where ideas are freely exchanged, and adventures with “bleeding edge” technology are encouraged. Change is mandatory, fancy clothes are optional, and egos are left at the door.
Salary Range, Benefits and Perks
$22 – $24 per hour based on experience
Medical, Dental & Vision Insurance
401(k) Plan with Company Match
12 Observed Holidays
Vacation, Personal & Sick Time
Team Building Events & Activities
Employee Assistance Program
Primary Responsibilities:
Implementation Phase
The immediate and primary role is to assist Contact Center Director & Manager with fast-paced implementation/operational readiness activities/tasks for a new Contact Center assignment. Including (but not limited to):
- Assist with recruiting and onboarding of new staff.
- Plan and develop operational business processes to align with Service Level Agreements and contractual requirements.
- Documentation development (policies, procedures, workflows, job aids, etc.) and administrative tasks
- Assist with training and quality control planning/development.
- Any other readiness tasks/activities as requested by Contact Center Director
Operational Phase
- Partner with the Director of Contact Center Operations and Contact Center Manager in managing daily operations of the Contact Center, ensuring a successful team and positive working environment.
- Maintain a level of understanding and knowledge as a “subject matter expert” (SME) on content, processes, and procedures for your assigned program(s).
- Oversee an assigned team of onsite and/or remote Contact Center Representatives; monitor and address attendance and scheduling (i.e. time-off, callouts, etc.), employee performance and conduct, as well as performance metrics and report any issues to the Director.
- Oversee performance management; provide insight into employee performance through observation and quality control reviews; support team member development by providing coaching and guiding team members daily; ensure performance management improvement plans are being followed and reviewed; bring quality control issues and/or poor performance issues to the Director.
- Respond to escalated calls/issues and support quality control activities
- Assist with planning and implementation activities associated with new projects such as, working with the team through planning and go live, development of processes and procedures, onboarding activities for new hires, and training.
- Assist with documentation development and maintenance (both internally and in collaboration with client)
- Aid with Contact Center Representative development by providing training and coaching
- Identify needs for process improvement and present them to the Director of Contact Center Operations
- Review Contact Center Representatives weekly timecards in Paychex Time and Attendance; make necessary edits/corrections; approve all CCR timecards by the bi-weekly payroll deadline
- Assist with tasks as delegated by Director of Contact Center Operations
- Attend meetings with DiRAD Partners/Director of Contact Center Operations/Contact Center Manager/Clients
The responsibilities listed above may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of DiRAD Technologies, Inc.
Job Qualifications:
- Pre-employment & random PHMSA drug testing required
- Background check required
Education:
- High school diploma or equivalent required
- College Degree in a field related to business a plus
- Certified Call Centre Manager (CCCM) or equivalent certification is a plus
Experience:
- Proficient in Call Center CRM software (i.e. Genesys Cloud, AWS/Amazon Connect) and with equipment
- Previous experience in call center supervisory or management role
- Proven experience with customer service
- Working knowledge of performance evaluations and call center metrics
- Proficient in MS Office (Word, Excel, SharePoint)
- Proficient in documentation development and maintenance (strong written skills)
- Project Management experience is a plus
Other key attributes:
- Outstanding verbal and written communication skills
- Strong interpersonal skills
- Excellent organizational and leadership skills
- Ability to identify and solve problems accurately and efficiently
- Ability to work independently to identify and implement processes, procedural needs and improvements
- Ability to adapt to and execute tasks associated with new projects/assignments on a short timeline.
- Positive and patient
The working environment & physical efforts required (with or without accommodation):
- This project requires agents to be in person
- Remaining in a stationary position (sitting) up to 75% of the time.
- Constantly operating a computer (typing, using a mouse) and telephone (speaking). An approved headset can be utilized.
- Constantly communicating with callers via telephone and computer who have inquiries or need assistance regarding a program or service. Detailed and important spoken instruction must be conveyed accurately, detailed information is received through oral communication, as well as accurate responses must be typed via email and chat.
- Close visual insight to perform activities on a computer screen to include reading and entering information.
We are an equal opportunity employer. We do not discriminate based on race, creed, color, national origin, religion, sex, age, veteran status, disability, genetic information, gender identity, or any other protected class.
DiRAD Technologies, Inc. is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at [email protected]
