Operations Supervisor
- Participate in the recruiting, hiring and development of Agents to build a team of high performers.
- Evaluate and manage ongoing performance of Agents and provide coaching and development support.
- Collaborate with your Senior Manager to ensure alignment of operational goals and cascading of goals to direct reports.
- Maintain and improve employee morale through effective leadership.
- Coach and develop your direct reports / agents to improve performance.
- Monitor agent performance, and ensure effective practices are executed across team.
- Responsible for input scheduling of agents and meeting performance utilization goals.
- Owning messages from executive management through the call center.
- Engage, facilitate, and help drive communication between call centers and the Client Experience Department to ensure agent productivity levels are met.
- Collaborate with internal and external customers to establish performance standards to meet sales and service goals.
- Identify sales and service failures or customer concerns and recommend solution options.
- Drive the execution of call center initiatives through call center teams.
- Effectively escalate problematic issues to the appropriate decision maker.
- Ability to learn quickly while continually recognizing and adapting to changing conditions.
- Ability to function in a fast-paced role and facilitate innovation and creativity to generate ideas for quick response.
- Ability to drive staff performance improvement through effective application of coaching and development techniques.
- Strong leadership skills, with the ability to enthusiastically engage and motivate others.
- Ability to benchmark and measure effectiveness of agents and drive change for improvements.
- Ability to employ good judgment, act with integrity, take ownership and accountability, and seek advice when necessary.
- Coach and develop your direct reports/agents to improve outbound calling performance.
- Minimum 2-3 years of outbound sales leadership experience
- 2–3-year coaching, training, and people development experience
- Bachelor's degree preferred.
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