Contact Center Supervisor

Are you ready for a challenge in your career? Apply Now!!! We are growing again and looking for our next Account Supervisor for our government line of business! This position does require a background check and paperwork to ensure your government clearance to work these programs.

Do you thrive in a fast-paced environment and enjoy new challenges, work with a diverse team, and are ready to take it to the next level!! Come and join one of Inc's 5000 fastest-growing companies. Some of the duties and expectations are as follows:

• Supervise and manage multiple client programs and/or programs exceeding 20 representatives.
• Peer-to-peer advocacy on behalf of the clients.
• Responsible for client communications, conflict resolution, and compliance on client deliverables and revenue.
• Provides strategic and analytic insight to clients in regard to operational issues, solutions, and ways of improving business operations (reduce costs, contacts, improve satisfaction, quality etc.).
• Has the ability to look across and manage across functional areas keeping abreast of status and issues and remaining proactive in supporting your clients.
• Reviews all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met with each of your clients.
• Ensures that client issues are dealt with in an efficient manner, informing the Operations Manager of any critical issues that may arise.
• Assists in the management of the project team and functional department in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the project.
• Ensures that all processes and procedures are completed, quality standards are met and exceeded, and are profitable.

Skills required

• Ability to think strategically.
• Detail-oriented with a focus on process improvement.
• Technical and process competence.
• Motivated, self-directed, goal-oriented, persistent, and skilled internal and external negotiator.
• High level of initiative and work well in a team environment.
• Ability to guide and lead the team to achieve client goals.
• Excellent written and oral communication skills.
• Handles stressful situations and deadline pressures well.
• Plans and carries out responsibilities with minimal direction.
• The ability to identify and troubleshoot customer and program problems that exist and effectively resolve and/or communicate needed resolution/escalation via application enhancements, or operational process changes.
• Previous Contact Center supervisory experience.
• Strong leadership and coaching ability.
• Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers.
• Knowledge of Technology and Processes.
• Ability to communicate KPIs effectively.
• Strong Computer Skills with proficiencies in Excel and Word.
• Previous experience in balancing staff motivation with accountability.
• Good organization skills with the ability to multi-task
• Excellent command of the English language, and good use of grammar skills.
• General knowledge of basic math skills, and ability to calculate percentages.

Attendance and Punctuality

Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.

DEI (Diversity, Equity, and Inclusion) Competencies:

• Diversity equity and inclusion as a leadership competency is a measure of success within NET (NORTH END TELESERVICES).
• Cultural competence: Understand multiple frameworks, values, and norms. Demonstrates an ability to flex style when faced with myriad dimensions of culture to be effective across cultural contexts.
• Negotiation: Negotiates and facilitates cultural differences, conflicts, tensions, or misunderstandings.
• Judgement: Can discern when to inquire, advocate, drive, or resolve more decisively.
• Continuous learning: Commits to continuous learning / improvement in diversity, inclusion, and cultural competence.
• Corporate communications: Acknowledge and address possible unfavorable impact.
• Corporate Social Responsibility: Influences media and marketplace via communication and community outreach to competitively position the organization.
• External Market Knowledge: Understands and is current on global and local trends/ changes and how they inform and influence D&I.
• Supplier Diversity: Identifies, partners, and leverages relationships with key external diverse suppliers, organizations, and customers to: Enhance the supply chain Increase market share, revenues, and loyalty.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.

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