Contact Center Supervisor (Remote)

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 23667

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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