Outbound Contact Center Supervisor supervises employees who place telephone calls or other interactions to potential customers. Monitors and evaluates interactions and workflow to ensure that performance standards and the volume target are met. Being an Outbound Contact Center Supervisor is responsible for the daily activity of contact center policies and procedures including meeting contact center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals. May require a bachelor's degree. Additionally, Outbound Contact Center Supervisor typically reports to manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
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Shifts may range from 5am to 10pm
The Operations Supervisor will lead a team of on-site and/or W@H Tier 1 and Sr. Analysts in the daily operations in an IT Healthcare Call Center Environment. They are responsible for coordinating the daily, tactical activities of their team for the purpose of meeting client Service Level Agreements (SLA). The Operations Supervisor proactively seeks ways to improve team performance by appropriately managing resources for the purpose of providing an outstanding service experience, with efficient and accurate resolutions. The Operations Supervisor is expected to coach, motivate, and inspire their team of analysts to achieve and exceed performance results. The Operations Supervisor must demonstrate strong interpersonal skills, time management and multi-tasking skills. Supervisors strive to develop the individuals of their team to reach personal career and organizational goals. Operations Supervisors are responsible for building effective working relationships, making sound decisions, initiating action, and achieving results.
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