Contact Center Supervisor

North End Teleservices, Inc.; Omaha (NE); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive Pay

Shuttle Service

The WorkLab

Paid Holidays

Paid Time Off

Tuition Reimbursement

Health, Dental, and Vision Coverage

STD/LTD Insurance

Life Insurance

Job summary

North End Teleservices, Inc. is seeking an Account Supervisor to lead government programs within a fast-paced call center environment in Omaha.

You will supervise multiple client programs and teams exceeding 20 representatives, ensuring quality, compliance, and client satisfaction. The role demands strong leadership, strategic thinking, and excellent communication to deliver KPI insights, resolve issues, and align operations with client goals while maintaining profitability and operational

Qualifications

• Must have supervisory experience in a contact center.
• Ability to manage multiple client programs and teams.
• Strong written and verbal communication skills.
• Collaborates cross-functionally to resolve issues and improve operations.
• Experience delivering KPI insights to clients.

Responsibilities

• Supervise multiple client programs and teams exceeding 20 representatives.
• Communicate with clients, resolve conflicts, ensure deliverables and revenue.
• Provide strategic and analytic insights to optimize operations and cost efficiency.
• Lead cross-functional efforts to monitor status and address issues.
• Ensure processes, quality standards, and profitability.
• Mentor and develop staff, maintain team motivation and accountability.
• Track and report KPIs to stakeholders.

Skills

Strategic thinking

Leadership

Communication

Negotiation

Team coaching

Process improvement

Analytical thinking

Attention to detail

Customer advocacy

Project management

Tools

Excel

Word

Job description

Are you ready for a challenge in your career? We are growing again and looking for our next Account Supervisor for our government line of business! This position does require a background check and paperwork to ensure your government clearance to work these programs.

Do you thrive in a fast-paced environment and enjoy new challenges, work with a diverse team, and are ready to take it to the next level!! Come and join one of Inc's 5000 fastest-growing companies. Some of the duties and expectations are as follows:

• Supervise and manage multiple client programs and/or programs exceeding 20 representatives.
• Peer-to-peer advocacy on behalf of the clients.
• Responsible for client communications, conflict resolution, and compliance on client deliverables and revenue.
• Provides strategic and analytic insight to clients in regard to operational issues, solutions, and ways of improving business operations (reduce costs, contacts, improve satisfaction, quality etc.).
• Has the ability to look across and manage across functional areas keeping abreast of status and issues and remaining proactive in supporting your clients.
• Reviews all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met with each of your clients.
• Ensures that client issues are dealt with in an efficient manner, informing the Operations Manager of any critical issues that may arise.
• Assists in the management of the project team and functional department in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the project.
• Ensures that all processes and procedures are completed, quality standards are met and exceeded, and are profitable.

Skills required

• Ability to think strategically.
• Detail-oriented with a focus on process improvement.
• Technical and process competence.
• Motivated, self-directed, goal-oriented, persistent, and skilled internal and external negotiator.
• High level of initiative and work well in a team environment.
• Ability to guide and lead the team to achieve client goals.
• Excellent written and oral communication skills.
• Handles stressful situations and deadline pressures well.
• Plans and carries out responsibilities with minimal direction.
• The ability to identify and troubleshoot customer and program problems that exist and effectively resolve and/or communicate needed resolution/escalation via application enhancements, or operational process changes.
• Previous Contact Center supervisory experience.
• Strong leadership and coaching ability.
• Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers.
• Knowledge of Technology and Processes.
• Ability to communicate KPIs effectively.
• Strong Computer Skills with proficiencies in Excel and Word.
• Previous experience in balancing staff motivation with accountability.
• Good organization skills with the ability to multi-task
• Excellent command of the English language, and good use of grammar skills.
• General knowledge of basic math skills, and ability to calculate percentages.

Attendance and Punctuality

Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.

Benefits:

• Competitive Pay
• Transportation Shuttle Service
• The WorkLab
• Paid Holidays
• Paid Time Off
• Tuition Reimbursement Program
• Health, Dental, and Vision Coverage
• STD, LTD and Life Insurance

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.

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