Call Center Operations Lead

Verida Inc; Villa Rica (GA); On-site; USD 42,000 - 52,000; Full time

Job summary

Verida Inc. in Villa Rica, GA is seeking a Call Center Supervisor to oversee staff and ensure service levels align with contractual obligations. The role works directly with management to drive performance and resolve escalations.

The ideal candidate will have at least two years in customer service within a call center and demonstrated supervisory experience; proficiency in Microsoft Office is expected. Responsibilities include scheduling, coaching, and maintaining quality across shifts.

Qualifications

• Associate degree or commensurate experience in a supervisory role.
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• 2+ years of customer service experience in a call center environment; supervisory experience preferred.

Responsibilities

• Supervise staff in accordance with company policies and procedures.
• Work with Management to achieve Call Center performance and contractual objectives.
• Coach and mentor staff to achieve optimum performance levels.
• Schedule staff, including training, vacations, breaks, overtime, and shift rotations.
• Analyze call center volume with management and adjust staffing to meet service goals.
• Coordinate with other Supervisors to ensure cohesive, high-performing center.
• Complete HR paperwork and other duties as assigned.

Skills

Leadership

Organization & time management

People skills

Microsoft Office

Call center systems knowledge

Customer service excellence

Education

Associate’s Degree

Tools

Microsoft Office Suite

Job description

Verida Inc. in Villa Rica, GA is seeking a Call Center Supervisor to oversee staff and ensure service levels align with contractual obligations. The role works directly with management to drive performance and resolve escalations.

The ideal candidate will have at least two years in customer service within a call center and demonstrated supervisory experience; proficiency in Microsoft Office is expected. Responsibilities include scheduling, coaching, and maintaining quality across shifts.