Operations Supervisor

Operations Supervisor

Website TeleNet Marketing Solutions

Title:                                        Operations Supervisor

Department:                             Operations

Summary of Position:                The operations supervisor is responsible for developing new hires and assisting with operations.


  • Agent development (live monitoring, team calibrations, one on ones, buddy jacking, coaching, monitoring time management)
  • Queue management skills to organize the call center workflow
  • Checking status accuracy across programs
  • Escalating list concerns that impact productivity to other team members
  • Motivating agents and setting goals
  • Desk set up (loading terminals, checking for equipment)
  • Issuing production Performance Improvement Plans
  • Communicating clearly with the program management and account executive team to discuss the status of programs including client-facing feedback and if look-ups/ data appends are needed
  • Pulling calls for calibrations
  • Proactively looking for areas of improvement in programs and acting upon that
  • A portion of new hire training
  • Walking the floor
  • Being able to hold program training
  • Watching the end dates of programs
  • Updating client-specific emails
  • Ensuring agents are leaving emails and voicemails when needed
  • Watch trends with statuses
  • Pulling spreadsheets for calling
  • Prep agents for client-facing interactions
  • Ability to pull the information needed for reporting
  • Focus on list to prioritize successful record set
  • Ability to view calls to ensure quality standards are met
  • Communicating a need for collateral and explaining this to the agents

Reports to:                                Tim Goodwin, Director of Call Center Strategy

Supervises:                               New Hire Agents

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