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Contact Center Supervisor (Remote)

TechOp Solutions International

Salt Lake City, utah


Job Details

Full-time


Full Job Description

TechOp Solutions is seeking contact center leaders with excellent communication skills, supervisory experience, and a drive to bring excellence to their operating environment.  

Strong candidates will be curious, efficient practitioners who are motivated to succeed in a fast-paced environment and comfortable working both with an agent team and with a Government client. 

NOTE: This is a remote position; however, you must reside within 50 miles of zip code 84148

Duties:  

  • Participate in efforts to improve overall performance 
  • Supervise and manage overall contact center operations: 
  • Workforce Management and schedule management 
  • Quality assurance 
  • Performance management 
  • Reinforce training and coaching contact center agents 
  • Direct customer support, when needed 
  • Engage with client and respond to Government requests 
  • Other duties, as assigned 

Requirements

  • Bachelor's degree (BA/BS)
  • Minimum of 2 years of contact center/ call center supervisor experience
  • Minimum of 4 years of call center experience
  • Strong understanding of Workforce Management processes
  • Excellent communication and interpersonal skills
  • Ability to identify training gaps and coach staff to improved performance
  • Proficiency in CRM software and other contact center technologies
  • Experience in managing telephony queues and performance metrics
  • Strong problem-solving and conflict resolution abilities

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