Call Center Supervisor

** Candidates MUST be located in Reno, NV or surrounding areas. **

Job Summary

The Supervisor manages the tactical day to day aspects of omni-channel consumer engagement. This position has primary responsibility for to ensure successful operations and performance to client expectations including associate performance, policy adherence and continual process refinement, meeting or exceeding both the organization and client goals and objectives.

Principal Responsibilities: (Essential Function):

• Leads the program as the subject matter expert (SME), including product knowledge and elevated contact issues, and as the product, service and associate champion
• Drives all program systems and processes to ensure that production and quality expectations are achieved and meet or exceed all client contractual requirements
• Initiates partnership with internal departments to develop and implement program specific plans for the team or individuals; assists with program training, quality monitoring, financial reviews and program reporting
• Continually monitors overall volume and scope of work to ensure appropriately resources are in place to achieve contractual obligations
• Utilizes independent judgment, to ensure operational efficiencies, conducts ongoing review of operating policies, procedures and workstreams. Recommends and implements operational improvements
• Develops and maintains a strong partnership with appropriate internal business partners to contribute to long term collaboration
• Proactively develops a culture of inclusiveness and positive associate relations, developing reward, recognition and incentive programs, assigns and directs work, appraises performance and manages talent
• Responds to, and complies with any investigations, audits, periodic reviews and complies with all HCL Tech and client standard operating procedures (SOPs)
• Interviews and trains associates, maintains program-related job aids, and internal and external communications
• Ensures that all related administrative forms and reports are completed, including but not limited to payroll, associate time-tracking and attendance and project results
• Coach and mentor Account Specialist(s) and Account Representatives to increase business acumen and bench strength
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Work closely with Human Resources to ensure policy adherence is communicated consistently and that any associated coaching or feedback is monitored fairly across the assigned work groups

Job Requirements

Education/Experience

• Minimum of a high school diploma or general education degree (GED)
• Minimum of one to three years of experience supervising or managing functions and personnel, preferably in a contact center environment
• This position requires completion and certification of all program-related training; Do Not Call and all other Privacy and Compliance related training.

Skills

• Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids. Ability to write routine correspondence. Ability to speak effectively and informatively, and respond to questions from customers, clients or Associates of an organization, over the phone or in-person
• Ability to define problems, collect data, establish facts, identify trends and draw valid conclusions.
• Proficiency with Windows-based applications within a network environment. Proven ability to comprehend new systems and technologies
• Ability to manage difficult, irate or emotional situations while maintaining composure
• Ability to multi-task, along with excellent time and process management/project management skills.
• Ability to handle conflict and balance the needs of the program and the team
• Previous client management experience to include negotiation skills
• Knowledge of financial statements, budgets and impact to the department Competencies/Leadership Criteria
• Accountability - Strives to take appropriate action in all aspects of work. Accepts personal responsibility to set expectations and meet commitments / objectives, which requires us to stay focused, work independently and as team as well as set our own personal standards. This includes taking responsibility for our schedules, attendance and punctuality.
• Adaptability - Adjusts to new conditions, work situations and responsibilities. Welcomes the opportunity to learn new tasks and accepts feedback positively.
• Communication - Clearly conveys key messages, written and verbally. Recognizes when a miscommunication has occurred and acts to correct it. Holds crucial conversations, when required, in a professional and productive manner.
• Integrity and Ethics - Commits to being honest and having strong moral principles. Maintains confidentiality when required and upholds the company values.
• Productivity - Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• Quality - Completes work that is attentive to detail and accurate. Displays a commitment to excellence by continually looking for improvements.
• Teamwork - Works together to achieve common goals. Actively listens, cooperates and encourages open communication as well as the sharing of knowledge. Remains open-minded and willing to entertain others’ ideas. Regularly solicits constructive feedback, builds consensus, and asks well thought out and well prepared questions. Engages appropriately when in disagreement and pushes back respectfully and in a spirit of good faith cooperation.

Working Relationships

• Manage, motivate, challenge and cultivate team maintaining a high level of engagement;
• Through client interactions, build client trust in the company’s ability to meet and exceed performance expectations and outcomes;
• Ability to manage difficult, irate or emotional customers while maintaining composure;
• Full interaction and engagement with peers and leadership at all levels within the organization

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that an associate encounters and/or must successfully complete in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

While performing the duties of this job, the associate is frequently required to sit, talk, hear, and use hands and fingers. The associate is occasionally required to stand and walk. Occasionally, the associate may need to lift and/or move up to 15 pounds. The noise level in the work environment is usually moderate.

Pay and Benefits Pay Range Minimum: $42,00.00 per year (or $20.19 per hour)

Pay Range Maximum: $47,500.00 per year (or $22.84 per hour)

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

Job Type: Full-time

Pay: $42,000.00 - $47,500.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Leadership: 3 years (Required)
• Call center: 3 years (Required)
• Problem solving: 2 years (Preferred)
• Call Center Supervisor: 3 years (Required)

Ability to Commute:

• Reno, NV 89511 (Required)

Work Location: In person

Salary : $42,000 - $47,500