Supervisor - Call Center (Temporary, Remote McAllen, TX)

Stryker Corporation; McAllen (TX); Remote; Confidential; Part time

Job summary

Maximus is seeking a Call Center Supervisor to provide first-level supervision for customer service representatives in a fully remote, seasonal role. Duration is roughly 6-8 weeks, with work between 7am–7pm CST and one extra overtime hour on select days.

You must reside within 75 miles of the Maximus McAllen, TX location and be able to visit for equipment pickup. Some onsite Federal clearance steps may be required.

Qualifications

• Bachelor's degree in related field.
• 3-5 years of relevant professional experience.
• Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully.
• Must be a U.S. Citizen

Responsibilities

• Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
• Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources
• Develop work schedules and assign duties to direct report personnel to ensure efficiency
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
• Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
• Participate in meetings and recommend changes to policies and procedures
• Assume leadership responsibility for departmental tasks and call center activities as required
• Support and enforce call center expectations
• Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership
• Maintain a high level of confidentiality while performing all work tasks
• Perform other duties as assigned by leadership.

Skills

Leadership

Supervision

Coaching

Interviewing

Communication

Education

Bachelor's degree in related field

3-5 years of relevant professional experience

Equivalent combination of education and experience

Must be a U.S. Citizen

Job description

The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements.

This is a seasonal, remote (work at home) position. *Duration of this position is approximately 6-8 weeks must be available to work from September to December*

You will be required to work an 8 hour shift between the hours of 7am-7pm CST. Overtime will be required- you will work 1 hour of Overtime (OT) on Mondays during production and on 12/11

Opportunities may arise for volunteer OT

This position is fully remote; however, you must reside within 75 miles from the Maximus McAllen, TX location.

You must be able to pick up and return your equipment at the Maximus McAllen, TX location

*You will also be required to go onsite to complete Federal clearance process/paperwork and obtain required fingerprints.

**Please note equipment will be provided

Essential Duties and Responsibilities:

• Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
• Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources
• Develop work schedules and assign duties to direct report personnel to ensure efficiency
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
• Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
• Participate in meetings and recommend changes to policies and procedures
• Assume leadership responsibility for departmental tasks and call center activities as required
• Support and enforce call center expectations
• Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership
• Maintain a high level of confidentiality while performing all work tasks
• Perform other duties as assigned by leadership.

Minimum Requirements:

• Bachelor's degree in related field.
• 3-5 years of relevant professional experience required.
• Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully.
• Must be a U.S. Citizen

Remote Position Requirements:

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internetconnectivity (you can test this by going to www.speedtest.net).
• Minimum 5mpbs upload speed.
• Connectivity to the internet via Category 5 or 6 ethernet patch cable to thehome internet router.
• Private work area and adequate power source