Job details
Salary $40,000 a year job type full-time number of hires for this role 1
Qualifications
Call center leadership: 2 years (required)
Call center: 2 years (required)
Bachelor`s (preferred)
Us work authorization (preferred)
Full job description
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The senior team manager will aid in the facilitation of call center operations as directed by the call center manager and is responsible for overseeing a group of 100-120 within the virtual call centerThey are responsible for driving kpis (key performance indicators) including, but not limited to production rate, quality attainment, show rate, and attrition within their assigned team of agents.
The senior team manager will ensure adequate levels of staffing within their assigned team to meet and exceed company goalsAdditionally, the senior team manager assists in ensuring that all team managers and other supervisory staff are trained in their dutiesIn the absence of the call center manager, the senior team manager will oversee the call center operations.
Responsibilities
People management
Lead a team of agents to meet and exceed performance standards, including, but not limited to, utilization, quality standards, margin goals, and production rates.
Lead and manage a team of supervisors to ensure agents are adequately trained and mentored to meet the expected performance standards.
Manage employee scheduling, show rates, and time cards to ensure adequate coverage.
Provide employees with timely, fair, and measured performance assessments and feedback to foster growthReward and recognize performance as appropriateAppropriately and consistently addresses performance concerns using progressive discipline.
Partner with call center management, human resources, and legal departments when appropriate to resolve issues as they arise
Partner with call center management to propose, plan, and implement activities to boost morale, results, and employee retention.
Ensure call center and employees are following polices, procedures, and regulations as outlined by human resourcesEscalate any legal concerns to the hr/legal departments and partner with them on resolutions.
Project management
Continuously monitors production and qualit to ensure smooth running operations, addressing issues as they arise.
Provide production supervisors with production and shift information to ensure teams are operating smoothly and have the tools needed for success on the project.
Ensure telephone interviewer and supervisory transitions are executed expeditiously, and breaks are well-planned, and their time accurately reported.
Prioritize resources to ensure all project needs are met.
Maintain a regular schedule of dialing, both personally and for all employees in their reporting line to ensure understanding of job requirements and troubleshoot issues that telephone interviewers may be experience.
Training and development
Partner with the call center manager to ensure all supervisory teams are adequately trained in their roles
Facilitate ongoing training and initiatives to improve the overall call center and supervisory team performance
Education and experience:
2+ years of management/supervisory experience
3+ years work experience (call center preferred)
Specialized skills
Able to quickly learn proprietary software and system changes/upgrades as needed
Knowledge of sql
Proficiency in microsoft outlook, word and excel
Able to work varying shifts, including nights and weekends
Able to respond calmly and effectively to upset respondents and/or employees and escalate to human resources as needed
U.sEmployment conditions:
For the safety of our employees and clients dynata requires all u.sEmployees to be vaccinated unless you qualify for an approved exemptionIf hired, you will be required to provide proof that you have received the covid-19 vaccine or you will need to work with hr to request a religious or medical exemption.
Job type: full-time
Pay: $40,000.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Supplemental pay:
Bonus pay
Ability to commute/relocate:
Las vegas, nv: reliably commute or planning to relocate before starting work (preferred)
Education:
Bachelor`s (preferred)
Experience:
Call center leadership: 2 years (required)
Call center: 2 years (required)
Work location:
One location
Work remotely:
Yes
