Call Center Supervisor

divh2Call Center Supervisor/h2pDriven by our Passion for People, our Operations Supervisors are experts in coaching, training and bringing the best out of our agents. Developing talent is their bread and butterand our Ops. Supervisors consistently perform at a high level. They report directly into the Site Director of their respective sites. They are primarily responsible for coaching their team of agents, developing talent, monitoring wait times, reporting on key metrics and managing escalations./ppUltimately, we bring people together. Whether it be our clients, their customers, our colleagues or our non-profit partnerswe cant resist the fun of working with people. Each connection, each relationship matters. To STRIVE to be a part of something greater is in our DNAand we dont use the word strive lightly. It embodies what we value./ppstrongQualifications:/strong/pulliProven track record of ALL of the following: Service, Tenacity, Responsibility, Integrity, Versatility, Entrepreneurship/liliAmazing combination of nimble thinking, high energy, passion and persistence: resourcefulness/liliEmpathetic and active listening/liliExcellent communication skills: concision and clarity/liliPassion for coaching, providing feedback and developing talent/liliPositive outlook and enthusiastic attitude/liliConscientious team player/liliDriven by delivering results/liliProfessional demeanor, put together/liliDependable and consistent/li/ululli2-5 years of contact center or customer service experience with a minimum of two years in a leadership/management role/liliThrives in a fast-paced environment with changing priorities and goals/liliAble to commute to our office in Ft. Lauderdale/li/ulpstrongResponsibilities:/strong/pulliModel Inktels Passion for People in every interaction./liliLead a team of 15-20 direct reports; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential./liliImplement strategies to keep attrition low./liliOversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are met./liliDrive a culture of accountability, continuous improvement, and personal excellence./liliCommunicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers./liliPrioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues./li/ululliWork constructively with other departments, such as client services, quality assurance, training, and recruiting, to share ideas and leverage best practices./liliDevelop and audit quality assurance strategies to ensure the delivery of world-class service./li/ulpstrongSalary Benefits:/strong/ppThe compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan./ppInktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability./ppEqual Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor./p/div