CALL CENTER SUPERVISOR – Permanent WFH

OVERVIEW SUMMARY

Tired of the same toxic BPO environment? Hate your commute? Feeling like there’s no room for growth because your management team does not value your contribution?

Then join our team!

Apply here: Click to view/job-opportunities/?bzid=ba1218c5a8d5

If you’re looking for a change and want to put your call center expertise to work as part of an innovative, high-performing, and fast-paced company, we want to hear from you. This is your opportunity to join a leading provider of digital marketing solutions and staff augmentation services during one of the most transformative times in the industry.

The position we are hiring for offers growth and limitless opportunities for advancement. Apply today to join something incredible!

JOB DESCRIPTION

SMDigital, a leading provider of innovative digital marketing and call center solutions, seeks a Call Center Supervisor to help lead and support the Contact Center team. The Call Center Supervisor is responsible for helping oversee the daily activity of Contact Center agents and leads. This position will participate in the full employee employment cycle including 90-day, 6-month, and annual performance reviews, fostering frequent video check-ins to support and build rapport with Agents, preparing Call Center performance reports by collecting, analyzing, and summarizing data and trends, and ensuring contracted service levels and quality objectives are achieved.

RESPONSIBILITIES

* Coordinate and help supervise the daily activities of the call center including selection, training, staffing, scheduling through the workforce management system, and maintaining quality standards.
* Supervise by virtual “Zoom walkaround” (all business is WFH); be readily available to assist staff with escalated calls, customer concerns, and technology issues.
* Keep Teammates motivated and engaged toward meeting individual and team goals.
* Work collaboratively with the Talent Manager and provide management direction in their absence
* Participate in interviews, make hiring recommendations to the Manager, deliver training to staff, provide input to
performance evaluations, and recommend disciplinary action to the Manager.
* Develops a team environment that fosters growth and the desire to help others
* Ability to perform all Call Center duties and functions and can identify system/process gaps to drive improvements
* Assist in meeting monthly key Contact Center performance goals for customer satisfaction, quality, productivity, and key performance indicators (KPIs)
* Report system, customer, or operational issues that impact service quality with a strong awareness of internal client relations and external customer experiences
* Establish and maintain open lines of communication with direct reports, peers, upper management, Quality and IT, and all other areas of the company to facilitate problem solving
* Participate in calibration sessions with Teammates, Quality Analysts and Workforce Analysts; coach Teammates regarding needed improvements.
* Responsible for data collection, analysis and quarterly/ad hoc reporting.
* Make recommendations to Leadership Team for procedural changes to increase efficiency.
* Other administrative duties and special projects, as assigned by Leadership.

QUALIFICATIONS

Two-year degree from an accredited university; Four-year degree preferred; or experience in lieu of degree
5 or more years of Contact Center experience, with at least 2 years of leadership or supervisory experience in a Contact Center

BENEFITS

>> Competitive Salary
>> Quarterly Performance and Retention Bonuses
>> Comprehensive Health, Vision, and Dental benefits after 1 year
>> Paid vacation, personal time, and holidays
>>. Employee Assistance Program (EAP)
>> Opportunity for career development
>> Lifelong Learning Classes through SMDigital University
>> Professional Leadership Development Courses
>> Business casual dress
>> Fun & exciting work culture

Sound interesting? Think you’ve got the skills for the job?

Hop on over to learn more about the job requirements, skills, and qualifications, and submit your application

APPLY HERE”: Click to view/job-opportunities/?bzid=ba1218c5a8d5