What are the responsibilities and job description for the Onsite Supervisor position at InteLogix?
Overview
InteLogix is a distinguished industry leader known for providing integrated solutions, harnessing cutting-edge technology, and delivering exceptional customer experiences. Our unwavering commitment to excellence, coupled with a dedicated team, allows us to redefine industry standards and create a brighter future for our clients and their customers.
The Supervisor plays a pivotal role in the overall management of our El Paso, Texas location. This key position is responsible for supervising and coordinating the activities of the call center associates, the building presentation, equipment, enforces policies & procedures, and ensures strict compliance with industry standards.
Responsibilities
- As a supervisor, you will support operations in employee management. This includes overseeing & reporting daily activities, including staffing, training, performance management, and accountability.
- Maintain strong client relationships by ensuring client needs are met promptly and with the highest quality. Your dedication to client satisfaction is vital in this role.
- Coordinate meetings, focus groups and coaching to improve performance and assist with the development of strategies to increase overall productivity rates
- Maintain knowledge of all services tasks/programs, as well as systems and telecommunications capabilities
- Effectively explain calling techniques and procedures to associates
- Enforce call center regulations and policies
- Prioritize assignments, following up to ensure task completion
- Represent the needs and issues off callers to higher level of management
Qualifications
- 5 years’ experience in a supervisory role within a BPO contact center, with a preference for customer experience (CX) management.
- The supervisor will need schedule flexibility to cover business needs and support on call as required
- Strong problem-solving skills, adaptability under pressure, and quick decision-making.
- Demonstrated ability to work effectively under pressure and manage multiple priorities within a fast-paced environment.
- Excellent decision-making skills with the ability to learn quickly and adapt to changing circumstances.
- Strong verbal and written communication skills to effectively convey ideas and information.
- Proven ability to build and develop strong relationships with employees, customers, and clients.
- Excellent time management and multitasking skills
All jobs are contingent upon completing and passing drug and background checks. InteLogix is an equal opportunity employer: M/F/Disable/Veterans
