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Operations Supervisor

McGregor, TX


  • Posted at C3/CustomerContactChannels
  • Posted in McGregor, TX
  • Posted on October 10, 2017

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Job Description

Position Purpose: The Supervisor is responsible for the daily supervision and management of a team of associates. The Supervisor’s primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by C3 and the client.  

Job Responsibilities

  • Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and C3 standards are adhered to
  • Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly
  • Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans
  • Resolve customer escalations
  • Responsible for communication between contact center management, client and associate
  • Participate in associate selection and interviewing process
  • Provide on-the-job or up-training as necessary to enable associates to meet C3 and client expectations

Qualifications

  • Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience
  • Previous call center experience preferred
  • Prior supervisory or leadership experience preferred
  • Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook
  • Excellent oral and written communication skills
  • Strong organizational and interpersonal skills
  • Schedule flexibility
  • Analytical and problem-solving skills
  • Strong ability to multitask
  • Ability to function in a fast paced environment
  • Dependability regarding completion of assignments and attendance
  • Ability to pass a drug screen and background check
  • Posted at C3/CustomerContactChannels
  • Posted in McGregor, TX
  • Posted on October 10, 2017

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