Call Center Supervisor

Des Moines, IA

Posted: 07/10/2024 Employment Type: Contract Job Number: BM234435710

Job Description

Position Overview: We are seeking a motivated and experienced Call Center Supervisor to join our dynamic team. As a Supervisor, you will oversee and manage our customer service representatives to ensure exceptional service delivery and operational efficiency. You will play a key role in coaching, mentoring, and supporting our team members while driving performance to meet and exceed our service level commitments.
Fully remote role but must be able to make the commute to Des Moines, IA as needed.Payrate: $52,500 Job Responsibilities:
  • Supervise the daily operations of the call center, ensuring adherence to quality standards, deadlines, and company policies.
  • Interview, select, and onboard new team members in collaboration with Human Resources.
  • Develop and maintain effective work schedules and assignments to ensure optimal efficiency and coverage.
  • Conduct regular performance evaluations and provide constructive feedback and coaching to team members.
  • Address employee concerns and implement disciplinary actions or performance improvement plans as needed.
  • Ensure compliance with company policies and procedures, including Wage & Hour regulations and employee break schedules.
  • Identify training needs and development opportunities for team members, conducting weekly coaching sessions.
  • Analyze performance metrics and call trends to identify areas for improvement and implement corrective actions.
  • Participate in meetings to contribute insights and recommendations for process enhancements and policy changes.
  • Take a leadership role in managing departmental tasks and driving contact center initiatives.
  • Support and enforce contact center expectations to maintain a positive and productive work environment.
  • Assist team members with escalated issues or complex cases to achieve timely resolutions.
  • Perform other duties as assigned by management to support business needs.
Job Requirements:
  • Associate Degree or equivalent work experience.
  • Minimum of two (2) years of experience in a call center environment.
  • Ability to maintain confidentiality and handle sensitive information with discretion.
  • Proficient in Microsoft Office suite (Word, Excel, Outlook).
  • Strong organizational skills with attention to detail.
  • Excellent written and verbal communication skills.
  • Ability to thrive in a fast-paced, deadline-driven environment.
  • Team-oriented mindset with the ability to work independently when necessary.
  • Must be able to remain seated and focused for extended periods.
  • Ability to occasionally lift or move items weighing up to 25 pounds.
Why Join Us: Joining our team means becoming part of a company that values its employees and strives to create a supportive and rewarding work environment. You'll have the opportunity to make a meaningful impact, contribute to our success, and grow both personally and professionally.
If you're ready to take on a leadership role in a dynamic call center environment, apply now and be part of our journey to excellence in customer service!
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About Des Moines, IA

Ready to kickstart your career in the vibrant city of Des Moines, Iowa? Here's your chance to join a dynamic workforce in an area known for its unbeatable blend of big-city opportunities and small-town charm. Des Moines, known as the heart of Iowa, boasts a thriving job market, stellar educational institutions, and a rich cultural scene. From the striking Des Moines Art Center to the captivating performances at the Des Moines Community Playhouse, there's always something exciting happening here. Explore the beautifully landscaped Water Works Park or catch a game at the impressive Wells Fargo Arena, home to the Iowa Wolves basketball team. Don't miss out on the chance to make Des Moines your professional playground - browse our job listings today and take the first step towards an exciting career in this exceptional region.