HR Service Center Supervisor – Call Team

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide and mentor a designated contact center team to ensure high-quality customer interactions and prompt delivery of company products and services.

• Ensure the team achieves or surpasses departmental goals and objectives.

• Provide direct supervision of work activities, which includes hiring, termination, performance evaluations, and professional development.

• Recruit, onboard, train, and oversee customer service associates.

• Organize and manage daily operations of the contact center.

• Monitor associate productivity and service quality, ensuring appropriate scheduling.

• Deliver training, coaching, development, mentoring, corrective actions, and performance management.

• Maintain statistical data, analyze departmental outcomes, troubleshoot operational challenges, and complete team reporting.

• Identify opportunities for operational enhancements and efficiency within the contact center and foster interdepartmental collaboration.

• Address escalated and complex customer concerns and respond to front-line customer inquiries.

• Report to the Contact Center Manager and oversee a team of 6 or more direct reports.

⛳️ Requirements

• Must be at least eighteen years of age.

• Must have legal authorization to work in the United States.

• High school diploma and/or GED is required.

• Proficient in Microsoft Office Suite.

• Familiarity with Tableau is necessary.

• Knowledge of presentation software (e.g., Microsoft PowerPoint) is required.

• Experience with HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract) is needed.

• A minimum of 1 year of prior leadership experience is essential.

• At least 1 year of work experience is required.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for career advancement and professional development.

• Comprehensive health and wellness benefits.

• Flexible work schedule options.