Call Center Supervisor-ON SITE AKRON

emergemarket.com; Akron (OH); On-site; USD 30,000 - 41,000; Full time

Job summary

AnswerNet is seeking a supervisory professional to oversee the call center floor, ensuring agents stay on schedule and deliver quality service. Responsibilities include real-time adherence, utilization evaluation, and shifting agents between projects as needed.

The role requires coaching, attendance tracking, and prompt reporting of client issues to management, with regular participation in calibration and feedback sessions. Excellent communication and leadership are essential.

Qualifications

• Must be conversational and professional with customers.
• Must be able to follow a script verbatim.
• Must be willing to learn our call center software systems.
• Must be mentally flexible: willing to support a variety of programs and shift between them.
• Highly coachable: able to accept and implement feedback from upper leadership.

Responsibilities

• Supervise the call center floor and track agents on shift, ensuring adherence to schedule.
• Evaluate utilization and move agents to projects as call volume fluctuates.
• Run reports, coach team members, and provide feedback to management.
• Keep track of attendance and report issues to management.
• Attend regular Quality Calibration and feedback sessions with Quality Coaches, Leadership, and clients.

Skills

Excellent communication

Leadership

Customer service

Problem solving

Adaptability

Education

One year+ contact center experience

Experience supervising or managing direct reports

Job description

Work Hours: Varies; all shifts
Pay $17.00
Job Type: Full-time

About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm, to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we process over 125 million interactions per year.

Summary of Position:

Supervises the call center floor by keeping track of agents on their shift, including: managing real-time adherence to scheduled activities, evaluating utilization, and moving agents to various projects as call volume demands fluctuate. Administrative tasks may include running reports, coaching team members, and providing feedback to management. Additional supervisory functions include keeping track of attendance, handling first-level client complaints, and reporting any issues or challenges to management.

Responsibilities:

• Must have the ability to be conversational and professional with customers


• Must be able to follow a script verbatim


• Must be willing to learn our call center software systems


• Must be mentally flexible: showing a willingness to support a variety of programs, including the ability to quickly shift from one program to another.


• Highly Coachable: showing the ability to accept and quickly implement constructive feedback from upper leadership to effectively improve agent performance to attain goals.


• Attend regular Quality Calibration and feedback sessions alongside Quality Coaches, Leadership, and clients.


• Other duties as assigned based on business and client needs.

Required Education / Certifications/ Experience:

• Must have the ability to be conversational and professional with customers


• Must be able to follow a script verbatim


• Must be willing to learn our call center software systems


• Must be mentally flexible: showing a willingness to support a variety of programs, including the ability to quickly shift from one program to another.


• Highly Coachable: showing the ability to accept and quickly implement constructive feedback from upper leadership to effectively improve agent performance to attain goals.


• Attend regular Quality Calibration and feedback sessions alongside Quality Coaches, Leadership, and clients.


• Other duties as assigned based on business and client needs.

Essential Skills and Experience:

• Must lead by example: exemplary attendance, positive attitude, professional conduct, and high-level customer service skills


• Must be a strong communicator: strong verbal, written, and interpersonal communication skills


• Solution-Oriented Leader: an individual with a strong sense of integrity and a dedication to quality, one who always goes to the next level to deliver an unforgettable customer experience


• Computer Skills: familiarity with Windows and Microsoft Office, and the ability to quickly learn new software with provided training. Strong efficiency with Word and Excel is a major bonus.


• Flexibility with scheduling and work hours


• Other requirements may vary as determined by management.


• Mediation: Be a neutral party in mediating conflict within the workplace


• Motivator: Have the ability to coach and train new and veteran team members in a respectful way


• Driven by Success: They want to constantly innovate and push themselves, and their team, to be the best in the industry


• One year or more of previous Contact Center experience


• Experience supervising or managing direct reports

Equal Opportunity Employer
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.