Operations Supervisor

GC Services Limited Partnership d/b/a InteLogix; Winston-Salem (NC); On-site; USD 40,000 - 43,000; Full time

Job summary

GC Services Limited Partnership d/b/a InteLogix is seeking a Supervisor to lead a team of Customer Service Representatives onsite in Winston-Salem, NC. The role focuses on coaching, performance management, and real-time support to ensure service excellence for clients.

Responsibilities include staffing, training, QA monitoring, and developing action plans to improve performance aligned with KPIs. Strong relationships with employees and clients, plus Excel proficiency, are essential.

Qualifications

• Must be 18 years of age or older.
• High School Diploma or equivalent required, bachelor's degree preferred.
• Strong communication and leadership abilities are essential.

Responsibilities

• Oversee daily CSR activities, staffing, training, performance management, and accountability.
• Maintain strong client relationships and ensure client needs are met with high quality.
• Conduct weekly one-on-one coaching with each CSR.
• Monitor calls and QA, with regular review of performance for each CSR.
• Use coaching tools to analyze performance trends and provide feedback.
• Enforce call center regulations and prioritize assignments to meet KPIs.
• Represent client needs to higher management and coordinate with teams.

Skills

Relationship building

Analytical thinking

Problem solving

Communication

Time management

Multitasking

Decision making

Coaching

Excel

Schedule flexibility

Ages 18+

Team leadership

Education

High School Diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Excel

Job description

Compensation: $39,520-$43,000 per year

Who we are: InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Supervisors at InteLogix play a key role in driving team performance, employee engagement, and client satisfaction within our contact center operations. This position is responsible for leading a team of Customer Service Representatives through effective coaching, performance management, and real-time support. Supervisors ensure service excellence by monitoring quality, developing action plans, and fostering a culture of accountability and continuous improvement while maintaining strong partnerships with both employees and clients. This position is 100% onsite in Winston-Salem.

Responsibilities

• As a supervisor, you will support operations in employee management. This includes overseeing & reporting daily activities, including staffing, training, performance management, and accountability.
• Maintain strong client relationships by ensuring client needs are met promptly and with the highest quality.
• Your dedication to client satisfaction is vital in this role.
• Coordinate meetings, focus groups and coaching to improve performance and assist with the development of strategies to increase overall productivity rates
• Develop and execute action plans to address individual and team performance gaps, ensuring alignment with key performance indicators (KPIs) and client expectations.
• Conduct one-on-one coaching sessions with each assigned CSR at least once per week.
• Perform regular call monitoring in alignment with client requirements, supplementing formal Quality Assurance (QA) monitoring, with a minimum of one call review per CSR each week.
• Maintain knowledge of all services tasks/programs, as well as systems and telecommunications capabilities.
• Effectively explain calling techniques and procedures to associates.
• Engage in real-time call listening to identify opportunities for immediate feedback and on-the-spot coaching.
• Utilize AI-based coaching tools, when applicable, to analyze performance trends, identify behavioral patterns, and enhance the effectiveness of coaching interactions.
• Enforce call center regulations and policies.
• Prioritize assignments, following up to ensure task completion.
• Represent the needs and issues off callers to higher level of management.

Qualifications

• Proven ability to build and develop strong relationships with employees, customers, and clients.
• Strong analytical and problem-solving skills are essential, including the ability to analyze complex data sets, identify trends, and develop improvement opportunities.
• Effective problem-solving skills, adaptability, and quick decision-making.
• Demonstrated ability to work effectively under pressure and manage multiple priorities within a fast-paced environment.
• Excellent decision-making skills with the ability to learn quickly and adapt to changing circumstances.
• Strong verbal and written communication skills to effectively convey ideas and information.
• Excellent time management and multitasking skills.
• Proficiency with Microsoft Excel.
• The supervisor will need schedule flexibility to cover business needs and support on call as required.
• Must be 18 years of age or older.
• High School Diploma or equivalent required, bachelor's degree preferred 3+ years of contact center experience

As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 19 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. We are reimagining how people and organizations thrive.