Supervisor

Position Objective: Reporting to the Site Operations Manager, the Call Center Supervisor oversees call center staff to ensure performance meets established service level agreements. This role collaborates with Operations, Training, and Quality Assurance to drive continuous operational improvements, increase staff productivity, and maintain high standards of accuracy and customer service. Key Responsibilities: Monitor daily staff performance to ensure all corporate service standards, metrics, and contract deliverables are met. Act as the Subject Matter Expert (SME) to guide staff, handle escalations, and resolve complex case reviews. Coach and mentor staff through regular performance appraisals, monthly assessments, and targeted feedback on productivity, quality, and attendance. Track and report on unit activity, analyzing daily and monthly metrics to recommend operational adjustments.Facilitate the timely resolution of customer complaints and collaborate with internal and external partners to identify and remove process barriers. Manage administrative tasks, including timesheet approval, attendance tracking, and assisting with recruitment and training. Develop and write operational policies and procedures as needed. Requirements & Qualifications: College degree or equivalent work experience. Minimum of 2 years of call center experience in a leadership or supervisory role. Exceptional coaching, team-building, and communication skills (written and verbal). analytical and problem-solving abilities with proficiency in standard PC software systems. Ability to effectively lead, motivate, and develop a diverse team

salary: $23.33 - $23.35 per hour
shift: First
work hours: 8 AM - 5 PM
education: Associate

Responsibilities

Maintain accountability and responsibility for ensuring unit performance meets service level agreements
specified in the contract.
Monitor staff performance on a daily basis to ensure that all contract requirements and corporate
standards are met.
Track staff conduct to ensure it meets Business guidelines. Address behavior that and address
Ensure appropriate reporting metrics are in place to measure and ensure contract deliverables and
employee performance are meeting standards.
Evaluate progress toward individual performance objectives.
Accurately update and monitor daily/ monthly reports related to unit activity.
Monitor performance and make recommendations to Operations Manager for operational adjustments

Skills

• Quality Assurance
• accuracy
• efficiency

Qualifications

• Years of experience: 2 years
• Experience level: Experienced

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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.