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For your reference, we have included the original job posting below.
Call Center Supervisor of Operations
Job Number:
43674094
Company Name:
Apptical
Job Location:
Fresno, CA US
Job Category:
Customer Service
Call Center Supervisor of Operations
Supervisor of Operations
Company Description
Apptical is a world-class service provider specializing in telephonic services. Since its origination in 1988, Apptical has consistently expanded its market coverage with new products and development to better serve its customer base. Apptical is a solution provider to markets nationally.
Position Description
A Supervisor of Operations job entails organizing and directing the daily activities concerned to the call center’s operation. The main responsibility of a Supervisor of Operations is to manage, train, and guide call center agents to execute their tasks. By resolving problems and complaints, a supervisor supports the team. The supervisors monitor agents and calculate call center performance, and analyze reports. They prepare and develop schedules to control adequate staffing levels.
Duties and Specifications
Managing and directing the daily activities of call center agents and telephone operators.
Supervising, planning, and managing functions concerned to Call Center environment.
Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators.
Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed.
Attending, following up and resolving customer complaints and questions.
Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.
Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.
Communicating solutions, successes, and opportunities to the Manager of customer service.
Practicing and ensuring compliance with that of all the organization’s policies and procedures.
Requirements:
Skills and Specifications
Ability to inspire and support people.
Good people and interpersonal skills to build effective relationships with all levels of professionals.
Ability to plan well and prioritize work.
Maintain calmness under tight pressure.
Good decision making, IT and communication skills.
Education and Qualifications
High school diploma from an accredited institution
General education degree.
Experience in call center service activities.
We are an Equal Opportunity Employer
Keywords: Call Center Supervisor, Supervisor, Supervisor of Operations, Customer Service Supervisor, Customer Service Manager, Client Services Manager, Client Services, Customer Service, Customer Service Manager, Call Center, Supervisor of Operations, Telecommute, Work from home, etc.
