Call Center Operations Lead - Coaching & Quality

Secunm; Albuquerque (NM); Sur place; USD 45 000 - 56 000; Plein temps

Résumé du poste

Secunm is seeking a Call Center Operations Supervisor to lead day-to-day Call Center activities on-site in Albuquerque, NM. You will supervise staff, ensure service levels, monitor metrics, and coordinate workflow under the Vice President Retail Experience.

This exempt, salary position emphasizes coaching, quality assurance, training, and compliance with regulatory requirements. The role requires strong customer service orientation and the ability to guide teams without formal authority.

Qualifications

• Associate's degree in Business, Finance, or related field required
• Minimum 3 years of call center/financial services experience
• Experience coaching and guiding staff without formal authority

Responsabilités

• Supervise day-to-day call center operations and staff
• Coach and mentor staff; provide feedback and escalate when needed
• Monitor workload, staffing, and service levels to ensure coverage
• Review work for accuracy and adherence to procedures
• Assist with onboarding, training, and quality assurance

Connaissances

Member service orientation

Call center operations knowledge

Coaching and staff development

Attention to detail

Verbal and written communication

Discretion and confidentiality

Time management

Regulatory compliance awareness

Problem solving

Team leadership without authority

Formation

Associate's degree in Business, Finance, or related field

3+ years of call center/financial services experience

Outils

Microsoft Office Suite

Description du poste

Secunm is seeking a Call Center Operations Supervisor to lead day-to-day Call Center activities on-site in Albuquerque, NM. You will supervise staff, ensure service levels, monitor metrics, and coordinate workflow under the Vice President Retail Experience.

This exempt, salary position emphasizes coaching, quality assurance, training, and compliance with regulatory requirements. The role requires strong customer service orientation and the ability to guide teams without formal authority.