Contact Center Supervisor - Overnight Operations
Summary:The Surveillance Operations Supervisor will report directly to the Surveillance Operations Manager and may assume some of those duties in the absence of the Manager. This role will have Team Lead and Agent direct reports as well as supervisory/management responsibilities. Lead, coach, and train the Surveillance Operations Center associates to provide industry leading support and an enhanced customer experience. Monitor service level performance and queue management and deploy appropriate mitigation strategies to ensure optimal service delivery.
Manage Associate and Team Lead performance, team attendance and adherence; solicit coverage as needed. Delivery of disciplinary actions. Monitor Team Lead productivity and provide constructive feedback and/or coaching to ensure Team Leads are meeting with their team members to achieve desired performance levels. Leverage all available resources to ensure the team is up to date with most recent protocols and procedures. Complete bi-weekly 1x1 meetings with team members. Analyze performance metrics daily/weekly to identify opportunities for operational efficiency and efficacy and drive the implementation of course adjustments.
Ensure all staff understand their duties, responsibilities, and/or delegate tasks. This is a full-time, salaried position. Hours of work and scheduled days are subject to the needs of the business. Hours beyond normal business hours will be required to fulfill the duties associated with this role. The capacity to support random shifts to accommodate all employees in a 24x7 environment is required.Requirements:
- Minimum 5 years experience in Contact Center Operations or Customer Support management
- Minimum 3 years experience supervisory experience
- Workforce Management, Hiring and/or Training experience highly preferred
- Outstanding organizational, interpersonal and leadership skills.
- Clear, professional-level communications skills with the ability to communicate at all levels.
- Prefer Bachelor’s or Associate's degree.
- Strong office software such as Google suite, Microsoft (Excel, Word, Outlook, etc.), email.
- Ability to obtain and maintain a Texas Department of Public Safety Alarm Monitoring License.
