Call Center Operations Supervisor

Verida, Inc.; Villa Rica (GA); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Verida, Inc. in Madison, WI seeks an Admin Support Worker for on-site responsibilities in Villa Rica, GA interplay. The role coordinates department activities, supervises staff, and handles reports and service quality.

Candidates need strong communication, leadership, MS Office skills, and call center experience to drive productivity and service excellence across the team. The position is contingent upon contract award and requires coordinating with facilities, interviews, hiring, and ongoing

Qualifications

• Two or more years of customer service experience in a call center.
• Basic reading, writing, and arithmetic skills.
• Demonstrated excellent interpersonal communication skills.
• Knowledge of creative educational and training techniques.
• Strong leadership skills.
• Strong computer skills; proficiency in Microsoft Office.
• Demonstrated ability to assess departmental needs and address them.
• Strong organizational skills and time management.
• Knowledge of telephone call center systems.

Responsibilities

• Coordinate department activities and special projects to ensure quality and meet timetables.
• Evaluate department processes. Recommend and coordinate needed changes based on process analysis.
• Direct staff in the development, analysis, and preparation of reports.
• Supervise staff in accordance with company policies and procedures.
• Assist staff to resolve complex or out-of-policy operation problems.
• Conduct quality assurance calls with facilities to determine the level of service and make adjustments as necessary
• Attend meetings with facilities as necessary
• Conduct interviews, hire new staff, and provide employee orientation.
• Coach and provide career development advice to staff.
• Establish employee goals and conduct employee performance reviews.
• Responsible for staff scheduling to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations.
• Schedule and conduct staff meetings.
• Responsible to meet department productivity and quality goals.
• Communicate with other Supervisors and Managers.
• Serve on committees and teams as a department representative.
• Complete human resource paperwork.
• Other duties as assigned.

Skills

Customer service

Interpersonal communication

Leadership

Time management

Organizational skills

Tools

Microsoft Office

Call center systems

Job description

Verida, Inc. in Madison, WI seeks an Admin Support Worker for on-site responsibilities in Villa Rica, GA interplay. The role coordinates department activities, supervises staff, and handles reports and service quality.

Candidates need strong communication, leadership, MS Office skills, and call center experience to drive productivity and service excellence across the team. The position is contingent upon contract award and requires coordinating with facilities, interviews, hiring, and ongoing