Operations Supervisor - Harlingen, TX

Colonial Group; Harlingen (TX); On-site; USD 43,000 - 65,000; Full time

Benefits offered by this job

Opportunities to advance within

Flexible schedules

Tremendous bonus opportunities

Fantastic Supervisors and a Positive環境

Job summary

Advanced Call Center Technologies is seeking a dynamic Supervisor to lead a call center production team. The role focuses on coaching a sales-oriented group of 10–25 agents to deliver top performance and client satisfaction.

The ideal candidate will have management experience, excellent communication, and the ability to drive results within a fast-paced environment. This position offers growth opportunities, flexible scheduling, and bonus potential as part of the compensation package.

Qualifications

• Previous experience managing in a call center environment.
• High School diploma or GED.
• Bilingual English/Spanish.
• Must be able to successfully pass criminal background check.
• Excellent communication skills.
• MS Office proficiency.

Responsibilities

• Monitors real-time productivity to achieve production and revenue goals.
• Coaches and develops associates to improve quality, performance and productivity.
• Addresses performance, conduct, and attendance issues with corrective counseling.
• Motivates and rewards associates using incentive programs to drive results.
• Ensures adherence to company and client policies and standards.
• Tracks and reports daily performance and productivity.
• Monitors call quality and customer interactions.
• Handles escalated customer calls and recommends corrective services.
• Assists in scheduling and workflow optimization.
• Keeps attendance records and ensures payroll accuracy.
• Completes annual performance appraisals.
• Conducts job candidate interviews and supports hiring decisions.

Skills

Bilingual English/Spanish

Excellent communication skills

MS Office proficiency

Education

High School diploma or GED

Tools

MS Office

Job description

Advanced Call Center Technologies is seeking out energetic Supervisor to join our team. We are looking for passionate communicator’s with excellent organizational skills, management experience, and the ability to drive results.

In this role you will directly supervise 10-25 agents in a call center production environment. ACTs ideal leaders are problem solvers with good negotiation skills who are self-driven and motivated to meet company service and client goals. This position will require excellent communication, interpersonal skills, and the ability to coach and mentor a strong sales team to deliver best in class results for our clients.

We offer:

• Opportunities to advance within
• Flexible schedules
• Tremendous bonus opportunities
• Fantastic Supervisors and a Positive environment
• Employee Ownership Program – a company paid, long term benefit.

Essential Duties and Responsibilities

• Monitors associates real-time productivity to achieve production and revenue goals.
• Coaches and develops associates to improve quality, performance and productivity. Develops and implements goals and action plans as needed.
• Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.
• Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.
• Ensures associates adhere to company and client policies and standards.
• Tracks and reports the associates daily performance and productivity.
• Monitors and maintains work volume statistics.
• Monitors associate’s calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies.
• Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.
• Assists in determining work procedures, prepares work schedules, and expedites workflow.
• Maintains the attendance records for associates using the timekeeping system. Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.
• Completes and presents associate’s annual performance appraisals.
• Conducts job candidate interviews and makes hiring decisions with assistance from Recruiting.

Minimum Qualifications

• Previous Experience Managing in a Call Center Environment
• High School diploma or GED
• Bilingual English/Spanish
• Must be able to successfully pass criminal background check
• Excellent communication skills
• MS office proficiency

*Join our Talent Network by texting ACTTODAY to 51893*

ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT’s employees to perform their job duties may result in discipline up to and including discharge.