Call Center Supervisor

Inktel Contact Center Solutions; Town of Florida (NY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

401K plan

Personal time off

Job summary

A leading contact center solutions provider in Town of Florida seeks an Operations Supervisor to lead a team of 15-20, ensuring world-class customer service and developing talent. The ideal candidate will have 2-5 years of contact center experience, with a strong focus on coaching, managing metrics, and maintaining high performance in a fast-paced environment. A competitive salary and comprehensive benefits package are included.

Qualifications

• 2-5 years of contact center or customer service experience with at least two years in a leadership role.
• Ability to thrive in a fast-paced environment with changing priorities.
• Strong communication, listening, and feedback skills
• Ability to manage performance metrics, scheduling, and escalations
• Proven track record of staying resilient and adaptable in a fast-paced environment

Responsibilities

• Lead a team of 15-20 direct reports, coaching and developing them to provide world-class customer service.
• Implement strategies to keep attrition low.
• Oversee daily operations to meet program goals such as service level and quality.
• Drive a culture of accountability and personal excellence.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Communicate key messages to keep reports informed about issues impacting them or customers.
• Prioritize objectives and develop solutions with minimal assistance.
• Collaborate with client services, quality assurance, training, and recruiting to share ideas and best practices.
• Develop and audit quality assurance strategies to ensure world-class service.

Skills

Service

Tenacity

Responsibility

Integrity

Versatility

Entrepreneurship

Empathetic listening

Excellent communication

Passion for coaching

Positive outlook

Dependability

Retention strategies

Adaptive to fast-paced

Job description

Description

Driven by our Passion for People, our Operations Supervisors are experts in coaching, training and bringing the best out of our agents. Developing talent is their bread and butter—and our Ops. Supervisors consistently perform at a high level. They report directly into the Site Director of their respective sites. They are primarily responsible for coaching their team of agents, developing talent, monitoring wait times, reporting on key metrics and managing escalations.

Ultimately, we bring people together. Whether it be our clients, their customers, our colleagues or our non‑profit partners—we can’t resist the fun of working with people. Each connection, each relationship matters. To STRIVE to be a part of something greater is in our DNA—and we don’t use the word “strive” lightly. It embodies what we value.

Qualifications

• Proven track record of ALL of the following:
  • [S]ervice
  • [T]enacity
  • [R]esponsibility
  • [I]ntegrity
  • [V]ersatility
  • [E]ntrepreneurship
• Amazing combination of nimble thinking, high energy, passion and persistence: resourcefulness
• Empathetic and active listening
• Excellent communication skills: concision and clarity
• Passion for coaching, providing feedback and developing talent
• Positive outlook and enthusiastic attitude
• Conscientious team player
• Driven by delivering results
• Professional demeanor, put together
• Dependable and consistent
• 2-5 years of contact center or customer service experience with a minimum of two years in a leadership/management role
• Thrives in a fast‑paced environment with changing priorities and goals

Responsibilities

• Model Inktel’s Passion for People in every interaction.
• Lead a team of 15-20 direct reports; coach, develop, and motivate them to ensure that they are providing world‑class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
• Implement strategies to keep attrition low.
• Oversee the day‑to‑day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are met.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers.
• Prioritize objectives with little‑to‑no assistance, find issues and create and execute on solutions that address those issues.
• Work constructively with other departments, such as client services, quality assurance, training, and recruiting, to share ideas and leverage best practices.
• Develop and audit quality assurance strategies to ensure the delivery of world‑class service.

Salary & Benefits

The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan.

Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.