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.
Responsibilities:
- 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