Operations Supervisor (Customer Service - Hybrid)

The Operations Supervisor will lead and supervise a team of workforce management, administration, quality assurance or production staff members. They will achieve success using an in-depth understanding of call center operations and the phone system including the IVR, scheduling, forecasting, skill-based call routing, service levels, reporting and other aspects of call center management.

Duties & Responsibilities:

• Accomplish department objectives through staff supervision, and organizing/monitoring work processes, ensuring that employees understand their duties and delegated tasks.


• Monitor employee performance and provide clear and regular feedback and coaching.


• Maintain staff by recruiting, selecting, orienting, and training employees and developing professional growth opportunities.


• Provide coaching and mentoring to assist with career path development.


• Document performance feedback and other personnel matters.


• Ensure adherence to company policies and procedures and undertake disciplinary actions if the need arises.


• Knowledge of leave policies and coordinating with HR.


• Set and approve employee’s work schedule and shift.


• Verify and approve timekeeping records and consult employees about any discrepancies.


• Develop and monitor divisional training, practices, and procedures.


• Review reports pertaining to activities such production, staffing, forecasting, performance, budgets, and other departmental and company reports.


• Develop and maintain communications between all call center locations.


• Assist and mentor team with difficult or complex problems and escalated complaints or dispute resolutions.


• Organize staff between all locations.


• Assist with call center day-to-day management.


• Interpret and communicate work procedures and company policies to staff. 


• Assist in training and instructing employees in job duties and company policies or arrange for training to be provided.


• Review and approve security requests.


• Other duties as assigned.

Requirements:

• High School Diploma


• 2 years' service field supervisory experience

Qualifications & Skills:

• Thorough working knowledge of a call center environment and scheduling hours.


• Intermediate personal computer skills, including electronic mail, routine database activity, word processing.


• Strong leadership, decision making, team building and coaching skills.


• Ability to accept and lead change by example in a collaborative team environment.


• Ability to delegate.


• Good analytical, critical thinking, and problem-solving skills.


• Flexible and comfortable working in a fast pace and sometimes stressful environment.


• Highly service orientated and committed to customer service and helping people with a positive attitude.


• Excellent listening and verbal and written communication skills.

Payband 7 Exempt / Hours: 40 per week

Market Range: $52,354 - $81,439

Accepting applications until: 2/2/2026