contact center supervisor

Service 1 Federal Credit Union

<p>Do you enjoy working in a team environment with team members who are committed to providing outstanding member service? Are you passionate about serving your community in order to make a difference for as many people as possible? If you answered yes to both of these questions, Service 1 Federal Credit Union may have an opportunity for you!</p><p>Service 1 Federal Credit Union is seeking a motivated and knowledgeable Contact Center Supervisor (full-time). The Contact Center Supervisor will be responsible for overseeing day-to-day Contact Center operations, ensuring effective and efficient delivery across phone, chat, SMS, virtual teller, online account opening, home banking, and all other member correspondence. The Contact Center Supervisor will also be responsible for leading, coaching, and managing Contact Center staff to achieve performance goals while delivering exceptional, high-quality member service. Applicants should possess strong leadership skills, excellent communication skills, and a positive attitude. Essential functions include:</p><p>&middot; Assumes responsibility for the effective oversight and supervision of the Contact Center team.</p><p>&middot; Assists in developing, supporting, and motivating the Contact Center team by ensuring access to the tools, training, and information required for success.</p><p>&middot; Motivates and supports personnel through consistent communication, timely feedback, and ongoing performance discussions.</p><p>&middot; Conducts observation-based coaching sessions to identify improvement opportunities and recognize positive behaviors across all engagement channels.</p><p>&middot; Promotes a supportive, positive environment where personnel are empowered to solve problems and resolve member issues.</p><p>&middot; Manages department schedules and staffing levels by monitoring attendance and engagement volume across all channels.</p><p>&middot; Proactively identifies and resolves issues to minimize member impact and ensure timely resolution.</p><p>&middot; Determines the appropriate course of action for problem resolution and communicates decisions clearly to all parties involved.</p><p>&middot; Conducts research and resolves documentation errors or discrepancies accurately and promptly.</p><p>&middot; Assists with high-level member escalations in a professional, timely, and solution-focused manner.</p><p>&middot; Provides members with basic information regarding accounts, products, services, and payments, and performs basic account maintenance.</p><p>&middot; Coordinates the completion of required forms for disputes, wires, accounts, and applications.</p><p>&middot; Actively promotes cross-selling of products and services across all communication channels.</p><p>&middot; Ensures Service 1 FCU&rsquo;s brand and culture are consistently reinforced in all member interactions and internal practices.</p><p>&middot; Complies with all policies, procedures, and Service 1 FCU&rsquo;s Information Security policy.</p><p>&middot; Keeps management informed of departmental activities, performance trends, and significant issues.</p><p>&middot; Prepares and evaluates monthly reports to track volume and relevant channel statistics.</p><p>&middot; Measures and monitors KPIs and overall performance results to support service and operational goals.</p><p>&middot; Assists in the development of Contact Center policies, procedures, and quality standards.</p><p>&middot; Perform other duties as needed.</p><p><b>Education and Experience Requirements:</b></p><p>&middot; Previous Contact Center experience</p><p>&middot; Previous financial institution experience (preferred)</p><p><b>Required Skills:</b></p><p>&middot; Demonstrate excellent communication skills</p><p>&middot; Ability and desire to lead others</p><p>&middot; Ability to make independent decisions</p><p>&middot; Ability to analyze and research information to determine a solution</p><p>&middot; Ability to present oneself as well as Service 1 FCU in a professional manner</p><p>Service 1 Federal Credit Union offers an amazing benefit package with health, dental, vision, short-term disability, long-term disability and group term life insurance coverage(s) available. A generous 401(k) contribution and PTO benefits are also provided. Wages commensurate with experience. EOE.</p><p>Benefits:</p><ul><li>401(k)</li><li>Dental insurance</li><li>Flexible spending account</li><li>Health insurance</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Work Location: In person</p>

Contact Center Supervisor

DataPath, Inc.

<p><b>Role Summary</b></p><p>The Contact Center Supervisor is responsible for overseeing daily contact center operations, ensuring service levels, quality standards, compliance requirements, and participant experience expectations are consistently met. This role directly supervises Contact Center Representatives and serves as the primary escalation point for complex participant and employer inquiries.</p><p><b>Key Responsibilities</b></p><ul><li>Supervise on-shore Contact Center Representatives (CSRs) and support day-to-day activities of on-shore and off-shore CSRs handling calls and emails related to HSAs, FSAs, HRAs, COBRA, and other benefit plans.</li><li>Monitor and manage performance metrics including AHT, accuracy, quality scores, call volume, and SLA adherence.</li><li>Conduct call listening, email reviews, and quality audits for coaching, training, and performance management purposes.</li><li>Handle escalated participant and employer issues requiring advanced knowledge or judgment.</li><li>Support workforce planning, scheduling, coverage management, and workload balancing.</li><li>Ensure adherence to scripts, SOPs, HIPAA requirements, and IRS regulations.</li><li>Attend all Product Enhancement review meetings to identify impacts to processes supported by team and make appropriate updates to procedures, workflows, etc.Partner with Training, Product, and Operations leadership to improve processes, tools, and customer experience.</li><li>Serve as back-up to the Client Operations Supervisor</li><li>Other duties as assigned</li></ul><p><b>Required Qualifications</b></p><ul><li>3-5 years of contact center or customer service operations experience.</li><li>Prior supervisory or team lead experience strongly preferred.</li><li>Strong coaching, communication, and documentation skills.</li><li>Comfort working with performance metrics and operational reporting.</li><li>Must be able to pass a background check.</li></ul><p><b>Preferred Qualifications</b></p><ul><li>College coursework or degree in business, healthcare, accounting, or a related field.</li><li>Working knowledge of FSAs, HSAs, HRAs, COBRA, and other pre-tax benefit plans.</li><li>Familiarity with HIPAA compliance and IRS regulations.</li></ul><p>Pay: $50,000.00 - $60,000.00 per year</p><p>Benefits:</p><ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible schedule</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Education:</p><ul><li>High school or equivalent (Preferred)</li></ul><p>Experience:</p><ul><li>call center supervisor: 3 years (Preferred)</li></ul><p>Work Location: Remote</p>

The University of Michigan

<p></p><div><div><div><h2 class="jobSectionHeader"><b>How to Apply</b></h2><p>
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.</p><h2 class="jobSectionHeader"><b>
Who We Are</b></h2><p>
Michigan Medicine is one of the largest hospitals in Michigan and a premier academic medical center made up of:</p><ul><li>
U-M Health System</li><li>
University of Michigan Medical School and its University of Michigan Medical Group practice</li><li>
One of the nation?s largest biomedical research communities</li><li>
Michigan Health Corp. the legal entity that allows the Health System to enter into partnerships, affiliations, joint ventures and other business activities</li></ul><h2 class="jobSectionHeader"><b>
Mission Statement</b></h2><p>
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.</p><h2 class="jobSectionHeader"><b>
Job Summary</b></h2><p><b>
Job Summary / Responsibilities</b></p><p>
The Contact Center Supervisor will lead a team of Contact Center Representatives whose focus is on ensuring high patient satisfaction, access to care and best in class service. Directly responsible for the performance management of Contact Center Representatives. Manage and evaluate the activities and day to day responsibilities of the Contact Center Representatives receiving incoming phone calls as well as facilitating outbound and off phone work. The supervisor will evaluate, plan and schedule staffing levels and workflow/activities to achieve expected call and outbound volumes. The Supervisor is responsible for tracking and reporting on team?s performance including attendance patterns. The supervisor is responsible for understanding call Quality Monitoring (QA) to ensure quality standards and key performance indicators. In addition, the supervisor coordinates training for Contact Center Representatives, including orientation, customer service training and ongoing coaching sessions. Assign, monitor and review progress and accuracy of work of Contact Center Representatives. Directs efforts and provides technical guidance on the use of call center technology. Serve as an escalation point for handling complaints and grievances, including interceding on incoming calls with difficult customers.</p><p>
Responsible for interviewing, hiring, salary changes, performance coaching, planning and evaluation, disciplinary actions, termination, completion of annual performance evaluations, and development of all subordinate staff either directly or overseeing additional assistance. Evaluate and coordinate workflow/activities to achieve expectations, monitor call center data and manage to goals for new patient access, service level, abandon rate, etc. Monitor calls/activities as necessary to ensure that performance standards are being met. Assign, monitor, and review progress and accuracy of work, direct efforts and provide technical guidance on more complex issues.</p><h2 class="jobSectionHeader"><b>
Responsibilities*</b></h2><ul><li>
 Provide direct supervision of Contact Center Representatives.</li><li>
 Ensure adherence to policies for attendance and other Standard Practice Guidelines (SPG).</li><li>
 Prepare weekly/monthly performance reports. Report and share with management team and Contact Center staff on a weekly basis; utilizing data to assist in recognition, coaching, mentoring and goal setting.</li><li>
Provide coaching, mentorship, and development opportunities to direct reports</li><li>
Assist in the identification and resolution of operating problems related to calls, scheduling, and process implementation.</li><li>
Conduct formal on-the-job and ongoing training for Contact Center staff; create a staffing plan conducive to meeting training needs.</li><li>
Approve time off/vacation requests; create a coverage plan for absences.</li><li>
 Approve payroll time.</li><li>
Work with Contact Center Sr. Rep(s) to update and maintain Contact Center training material.</li><li>
 Monitor Contact Center work for accuracy and quality assurance and provide feedback, coaching, and mentoring.</li><li>
Complete annual performance reviews for direct reports</li><li>
Act as liaison between Contact Center staff and others within the clinic or health center. Work directly with faculty, APPs, and nursing staff to resolve scheduling and Contact Center issues.</li><li>
Demonstrate excellent work ethic and customer service, acting as a role model in all areas of Contact Center operations.</li><li>
Help to oversee and monitor day to day call center operations and processes for customer. satisfaction, efficiency, and target achievements: 80% service level, 5% or less abandonment rate.</li><li>
Communicate with all staff at weekly/monthly meetings to reach department goals, resolve issues and institutional priorities or changes.</li><li>
 Foster positive communication among all staff.</li><li>
Lead the staff in the ongoing Lean in Daily Work Model quality improvement initiatives, working to make continuous improvement to Contact Center performance metrics.</li><li>
Maintain administrative confidentiality in all matters.</li><li>
 Other duties as assigned.</li></ul><h2 class="jobSectionHeader"><b>
Required Qualifications*</b></h2><ul><li>
Associate Degree or equivalent combination of education and experience within an ambulatory care setting.</li><li>
Individual must exhibit strong leadership skills, possess a professional and positive image when interacting with patients, faculty, and staff. They must also adhere to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, and communication skills; and demonstrated ability to interact with a diverse population and effectively manage and lead staff.</li><li>
Candidates must be able to work effectively with a multidisciplinary team, handling multiple responsibilities in a fast-paced environment. In addition, candidate must demonstrate flexible and creative problem-solving skills, proficient computer and keyboarding skills, and excellent attendance.</li><li>
Proficient communication skills and results-orientated work approach.</li></ul><h2 class="jobSectionHeader"><b>
Desired Qualifications*</b></h2><ul><li>
Experience with EPIC (electronic medical report).</li><li>
Knowledge of University policies and procedures.</li><li>
Experience leading teams and team building.</li></ul><h2 class="jobSectionHeader"><b>
Why Join Michigan Medicine?</b></h2><p>
Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world's most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.</p><p><b>
What Benefits can you Look Forward to?</b></p><ul><li>
Excellent medical, dental and vision coverage effective on your very first day</li><li>
Flexible spending accounts</li><li>
Prescription Drug Plan</li><li>
Mental and emotional health programs</li><li>
Child Care Resources</li><li>
Life Insurance</li><li>
Legal Services Plan</li><li>
2:1 Match on retirement savings</li></ul><p><b>
Another reason to Go Blue!</b></p><ul><li>
Nationally Recognized for work/life effectiveness by WorldatWork</li><li>
Top 5 employer in Michigan by Crains Detroit Business</li><li>
Forbes #1 Best Employer in Michigan</li><li>
Ranked #11 in the US and best in Michigan Best Hospitals rankings for 2020-21</li><li>
Five medical specialties ranked in the nations top 10 and was ranked No. 1 in the state of Michigan.</li><li>
Michigan Medicine ranked #15 in Newsweek's World's Best Hospitals rankings</li></ul><h2 class="jobSectionHeader"><b>
Modes of Work</b></h2><p>
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.</p><h2 class="jobSectionHeader"><b>
Additional Information</b></h2><p><b>
Reporting Relationship</b></p><p>
This position will report to Contact Center Manager within the University of Michigan Medicine Medical Group (UMMG) and will also receive direction from the Director of the Contact Center.</p><h2 class="jobSectionHeader"><b>
Background Screening</b></h2><p>
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.</p><h2 class="jobSectionHeader"><b>
Background Screening</b></h2><p>
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.</p><h2 class="jobSectionHeader"><b>
Application Deadline</b></h2><p>
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.</p><h2 class="jobSectionHeader"><b>
U-M EEO Statement</b></h2><p>
The University of Michigan is an equal employment opportunity employer.</p></div></div></div><p></p>
<br><div><div><h3 class="jobSectionHeader"><b>Job Opening ID</b></h3>
<div><p>277243</p>
</div></div><div><h3 class="jobSectionHeader"><b>Working Title</b></h3>
<div><p>Contact Center Supervisor - Intermediate</p>
</div></div><div><h3 class="jobSectionHeader"><b>Job Title</b></h3>
<div><p>Call Center Inter Supr Inbound</p>
</div></div><div><h3 class="jobSectionHeader"><b>Work Location</b></h3>
<div><p>Michigan Medicine - Ann Arbor</p>
</div></div><p>Ann Arbor, MI</p>
<div><h3 class="jobSectionHeader"><b>Modes of Work</b></h3>
<div><p>Hybrid
</p></div></div><div><h3 class="jobSectionHeader"><b>Full/Part Time</b></h3>
<div><p>Full-Time</p>
</div></div><div><h3 class="jobSectionHeader"><b>Regular/Temporary</b></h3>
<div><p>Regular</p>
</div></div><div><h3 class="jobSectionHeader"><b>FLSA Status</b></h3>
<div><p>Exempt</p>
</div></div><div><h3 class="jobSectionHeader"><b>Organizational Group</b></h3>
<div><p>Um Hospital</p>
</div></div><div><h3 class="jobSectionHeader"><b>Department</b></h3>
<div><p>MM ACS Contact Center Central</p>
</div></div><div><h3 class="jobSectionHeader"><b>Posting Begin/End Date</b></h3>
<div><p>5/08/2026 - 5/15/2026</p>
</div></div><div><h3 class="jobSectionHeader"><b>Career Interest</b></h3>
<div><p>Administration</p></div></div></div>

Contact Center Supervisor - Intermediate

The Home Depot

<div>
 Req174647
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 <strong>
  Position Purpose
  <br/>
  <br/>
 </strong>
 The Contact Center Supervisor leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. They contribute to the overall success and profitability of the contact center by ensuring that assigned team meet and/or exceed department goals and objectives. They are accountable for the direct supervision of the work activities of others; this includes personnel issues-including selection, termination, performance appraisal and professional development of subordinates. The Contact Center Supervisor leads a team of associates in executing strategies and objects set forth by management and is responsible for recruiting, hiring, training and managing customer service associates to achieve department and position goals. Incumbent should be self-motivated and able to motivate others to work as a team. The Contact Center Supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders.
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  Key Responsibilities
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 </strong>
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  <li>
   50% Action Oriented - Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met
  </li>
  <li>
   20% Drives Engagement - Supports the building and developing of an effective and high performance, team through training, coaching and development; Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports; Leads and directs in a manner that inspires
  </li>
  <li>
   15% Drives Results - Maintains statistics for individual direct reports, analyzes
  </li>
  <li>
   department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership
  </li>
  <li>
   15% Manages Conflict - Identifies and analyzes escalated problems and provides guidance to direct reports for resolution; Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction; Answers front line customer inquiries
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  </li>
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  Direct Manager/Direct Reports
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   This position typically reports to Contact Center Manager
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   This position has 6+ Direct Reports
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  </li>
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  Travel Requirements
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   No travel required.
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  </li>
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  Physical Requirements
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  <li>
   Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
   <br/>
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  </li>
 </ul>
 <strong>
  Working Conditions
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  <li>
   Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
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  </li>
 </ul>
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  Minimum Qualifications
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   Must be eighteen years of age or older.
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   Must be legally permitted to work in the United States.
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  </li>
 </ul>
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  Preferred Qualifications
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 <ul>
  <li>
   Working knowledge of Microsoft Office Suite
  </li>
  <li>
   Working knowledge of Tableau
  </li>
  <li>
   Working knowledge of presentation software (e.g., Microsoft PowerPoint)
  </li>
  <li>
   Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)
  </li>
  <li>
   1+ year of previous leadership experience
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   <br/>
  </li>
 </ul>
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  Minimum Education
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  <li>
   The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
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  </li>
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  Preferred Education
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   No additional education
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  Minimum Years Of Work Experience
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   1
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  </li>
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  Preferred Years Of Work Experience
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   No additional years of experience
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  Minimum Leadership Experience
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   None
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  Preferred Leadership Experience
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   None
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  Certifications
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   None
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  Competencies
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  <li>
   Action Oriented
  </li>
  <li>
   Collaborates
  </li>
  <li>
   Drives Engagement
  </li>
  <li>
   Communicates Effectively
  </li>
  <li>
   Customer Focus
  </li>
  <li>
   Drives Results
  </li>
 </ul>
</div>


Inside Sales Support Supervisor - South Florida

<div><p><b>Position Purpose:</b></p><p>
The Inside Sales Support Supervisor leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. They contribute to the overall success and profitability of the contact center by ensuring that assigned team meet and/or exceed department goals and objectives. They are accountable for the direct supervision of the work activities of others; this includes personnel issues-including selection, termination, performance appraisal and professional development of subordinates. The Inside Sales Support Supervisor leads a team of associates in executing strategies and objects set forth by management and is responsible for recruiting, hiring, training and managing customer service associates to achieve department and position goals. Incumbent should be self-motivated and able to motivate others to work as a team. The Inside Sales Support Supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders.</p><p><b><br>
Key Responsibilities:</b></p><ul><li>
50% Action Oriented - Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met</li><li>
20% Drives Engagement - Supports the building and developing of an effective and high performance, team through training, coaching and development; Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports; Leads and directs in a manner that inspires</li><li>
15% Drives Results - Maintains statistics for individual direct reports, analyzes</li><li>
department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership</li><li>
15% Manages Conflict - Identifies and analyzes escalated problems and provides guidance to direct reports for resolution; Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction; Answers front line customer inquiries</li></ul><p><b><br>
Direct Manager/Direct Reports:</b></p><ul><li>
This position typically reports to Contact Center Manager</li><li>
This position has 6+ Direct Reports</li></ul><p><b><br>
Travel Requirements:</b></p><ul><li>
No travel required.</li></ul><p><b><br>
Physical Requirements:</b></p><ul><li>
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.</li></ul><p><b><br>
Working Conditions:</b></p><ul><li>
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.</li></ul><p><b><br>
Minimum Qualifications:</b></p><ul><li>
Must be eighteen years of age or older.</li><li>
Must be legally permitted to work in the United States.</li></ul><p><b><br>
Preferred Qualifications:</b></p><ul><li>
Working knowledge of Microsoft Office Suite</li><li>
Working knowledge of Tableau</li><li>
Working knowledge of presentation software (e.g., Microsoft PowerPoint)</li><li>
Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)</li><li>
1+ year of previous leadership experience</li></ul><p><b><br>
Minimum Education:</b></p><ul><li>
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.</li></ul><p><b><br>
Preferred Education:</b></p><ul><li>
No additional education</li></ul><p><b><br>
Minimum Years of Work Experience:</b></p><ul><li>
1</li></ul><p><b><br>
Preferred Years of Work Experience:</b></p><ul><li>
No additional years of experience</li></ul><p><b><br>
Minimum Leadership Experience:</b></p><ul><li>
None</li></ul><p><b><br>
Preferred Leadership Experience:</b></p><ul><li>
None</li></ul><p><b><br>
Certifications:</b></p><ul><li>
None</li></ul><p><b><br>
Competencies:</b></p><ul><li>
Action Oriented</li><li>
Collaborates</li><li>
Drives Engagement</li><li>
Communicates Effectively</li><li>
Customer Focus</li><li>
Drives Results</li></ul></div><p></p>

Inside Sales Support Supervisor - Chicago

Qualfon

<div>Overview:
<div><b>
Mission:</b> As a Contact Center Supervisor at Qualfon, you will lead a team of dedicated contact center associates, ensuring the best performance, employee engagement and development, and client satisfaction. This role spans three critical dimensions: Mentor, Manager, and Messenger upholding the STRIDES values of Service, Teamwork, Results, Integrity, Dignity, Encouragement, and Spirituality, and demonstrating by example the four agreements at Qualfon to Keep-Commitments, Add-Value, Move-Fast, and Spend-Wisely.</div><div></div><div><i><br>
EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.</i></div><div></div><div><b><br>
If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - </b>https://qualfon.com/join-us/</div>
Responsibilities:
<div><b>
Dimensions of Leadership:</b></div><div></div><div><b><br>
1. Mentor: </b>Help others succeed in their personal and company goals. Know and understand each team member and ensure that all persons are supported to reach their full potential. Works on improving his/her own knowledge, skills, and abilities.</div><div></div><div><b><br>
o Coaching and Development:</b></div><ul><li>
Provide ongoing coaching and guidance to contact center agents for excellence.</li><li>
Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) policies and procedures.</li><li>
Assist team members in discovering their total vocation and support their growth.</li><li>
Create a positive learning environment, providing regular feedback and facilitating ongoing skill development.</li></ul><div>
Qualfon Mission Leaders, as Mentors, prioritize integrity. They nurture individual growth, treat others with respect, and uphold ethical standards while also complying with the laws of each country, state, or region where Qualfon operates.</div><div></div><div><b><br>
2. Manager: </b>Make sure that we meet our responsibilities and deliver results to the best of our abilities.</div><div></div><div><b><br>
o Client and Internal KPIs:</b></div><ul><li>
Attending client Key Performance Indicators (KPIs) and internal KPIs, such as Attendance and Attrition.</li><li>
Assists Quality Assurance Review (QAR) in conducting Root Cause Analysis (RCA) and participates in the activities initiated by QAR for the improvement of the team&rsquo;s performance.</li><li>
Analyze workflows to identify areas for improvement, streamlining processes to enhance efficiency and customer satisfaction.</li><li>
Uphold Qualfon standards by monitoring interactions, ensuring adherence to scripts and providing constructive feedback to the agents. Regularly update and maintain coaching scorecards.</li></ul><div>
Qualfon Mission Leaders, as Managers, prioritize results and teamwork. They manage the resources entrusted to them, emphasizing the importance of reaching targets for profitability.</div><div></div><div><b><br>
3. Messenger: </b>Represent Qualfon in a professional manner. Work to create a positive environment.</div><div></div><div><b><br>
o Communication and Team Building:</b></div><ul><li>
Communicate clearly across all channels and platforms.</li><li>
Conduct regular team meetings and huddles for center updates.</li><li>
Provide timely KPI updates and coaching logs.</li><li>
Promote transparent communication between agents, management, and other departments, addressing concerns and fostering collaboration.</li><li>
Represent your team's needs and successes to senior management.</li></ul><div>
Qualfon Mission Leaders, as Messengers, prioritize constant encouragement and active listening. They execute mission-driven communication, positive problem-solving, clear expression, and empathetic listening.</div>
Qualifications:
<ul><li>High School Diploma (required); college degree or some college coursework (preferred).</li><li>
Excellent communication skills, both written and verbal.</li><li>
Proficiency in computer literacy.</li><li>
Analytical and logical thinking abilities.</li><li>
Strong planning and organizational skills.</li><li>
At least 2 years of team leadership experience in a contact center setting is required.</li></ul></div>

Onsite Call Center Supervisor

Excel Telemessaging

<p><b>Job Description</b></p><p><b>Overview</b></p><p>At Excel Telemessaging, we believe in delivering exceptional service at a reasonable cost &mdash; and that starts with a well-trained, supported team.</p><p>As our new <b>Assistant Operations Manager</b>, you&rsquo;ll play a key role in developing, implementing, and maintaining training programs that set our team up for success. You&rsquo;ll work on-site with a talented group of agents and the Operations Manager to ensure employees are equipped with the knowledge, tools, and confidence to deliver outstanding service.</p><p>This role is ideal for someone who is passionate about training, process improvement, and continuous development in a fast-paced contact center environment.</p><p><b>What You&rsquo;ll Do</b></p><ul><li>Design, implement, and maintain training programs for new hires and existing employees.</li><li>Track and support new hires throughout onboarding, ensuring successful progression and retention.</li><li>Provide ongoing coaching, training, and skill development to team members.</li><li>Identify training gaps and implement solutions to improve performance and service quality.</li><li>Create and manage training schedules for onboarding and continuous development.</li><li>Ensure team members remain current on training, policies, and compliance requirements.</li><li>Evaluate training effectiveness and adjust programs based on performance metrics and feedback.</li><li>Collaborate with leadership to update training materials as processes, systems, or client needs evolve.</li><li>Serve as a subject matter expert on contact center tools, systems, and workflows.</li><li>Support daily operations by answering questions, resolving issues, and assisting with escalations.</li><li>Help maintain a positive, collaborative, and productive team environment.</li><li>Communicate updates clearly and ensure smooth adoption of process or system changes.</li><li>Review performance metrics and support team members in achieving goals.</li><li>Contribute ideas that support operational efficiency and team development.</li></ul><p><b>What We&rsquo;re Looking For</b></p><ul><li>Experience developing, implementing, or maintaining employee training programs.</li><li>Strong coaching and mentoring skills with a focus on employee growth and success.</li><li>Experience in a high-volume call center or customer service environment.</li><li>Ability to identify performance gaps and implement effective training solutions.</li><li>Excellent communication and organizational skills.</li><li>Comfortable managing multiple priorities and adapting to change.</li><li>Strong accountability and a proactive, solutions-oriented mindset.</li><li>Ability to work both independently and collaboratively.</li><li>A genuine commitment to supporting both team members and customer experience.</li></ul><p><b>About Excel</b></p><p>At Excel Telemessaging (exceltelemessaging.com), we provide professional, reliable, and compassionate answering services that help businesses stay connected around the clock.</p><p>Our team is the heartbeat of what we do &mdash; every call, message, and interaction reflects our commitment to quality, care, and service excellence.</p><p>We believe in collaboration, accountability, and growth. When you join Excel, you join a supportive team that values your voice and provides the tools needed to succeed &mdash; all while working together in person to deliver exceptional results.</p><p><b>Ready to Join Us?</b></p><p>If this sounds like the right fit, we&rsquo;d love to hear from you! Apply today and take the next step in your career with Excel Telemessaging &mdash; all positions are in-office.</p><p>#AssistantManager #TrainingAndDevelopment #EmployeeTraining #Leadership #ContactCenter #InOffice #OnSite #ExcelTelemessaging #NowHiring #OperationsManagement #JoinOurTeam</p><p>Pay: $20.00 - $25.00 per hour</p><p>Expected hours: 37.0 &ndash; 45.0 per week</p><p>Benefits:</p><ul><li>Dental insurance</li><li>Employee assistance program</li><li>Health insurance</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Experience:</p><ul><li>Employee Training: 1 year (Preferred)</li><li>High Volume Call Center: 3 years (Preferred)</li><li>Supervisor: 3 years (Preferred)</li></ul><p>Ability to Commute:</p><ul><li>Venice, FL 34285 (Preferred)</li></ul><p>Work Location: In person</p>

Assistant Operations Manager

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Assistant Operations Manager