What are the responsibilities and job description for the Contact Center Supervisor (Remote) position at RemoteWorker US?
Job Description
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 25405
Duties:
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 25405
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
- 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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