Operations Supervisor

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!

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

KNOWLEDGE, SKILLS, ABILITIES 

• Highly developed verbal, interpersonal, and written communication skills

• Positive attitude and ability to maintain a friendly, professional, and courteous demeanor while assisting customers, clients, and co-workers throughout the day

• Demonstrated accuracy with consistent attention to detail

• Possess independent judgment, discretion, and initiative in the absence of specific directions from management

• Strong grammatical and typing/data entry skills with an emphasis on accuracy

• Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of customer service

• Organized with excellent time-management skills

• Maintains professional and technical knowledge

• Advanced knowledge of procedures across multiple customers

• Advanced knowledge of all working systems

• Demonstrated proficiency in resolving customer complaints and escalations

• Experience coaching/mentoring and motivating teams to achieve set goals

• Proven ability to produce detailed system issue reports

• Demonstrated proficiency in reporting and analyzing key contact center metrics

• Experience utilizing workforce management solutions to project and maintain staffing levels

• Ability to multi-task, communicate effectively, and remain organized and focused

• Ability to follow documented protocols

• Ability to meet and motivate team members to meet goals and targets

• Unquestioned ability to perform the role with complete integrity and autonomy

• Ability to provide positive/negative coaching feedback with an emphasis on skills development

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