Internal Operations Supervisor

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

📋 Description

• Ensure that all call center staff comply with designated work schedules

• Enhance employee efficiency by developing workflow-oriented schedules

• Assess employee performance and conduct meetings with those who fall below set standards

• Establish objectives and create development plans

• Provide mentorship and coaching to team members

• Develop corrective action plans when necessary

• Ensure adherence to departmental and organizational policies and procedures by the team

• Monitor a minimum of two calls per employee each month and review trainer audits

• Deliver immediate positive and constructive feedback

• Foster teamwork and advocate for continuous improvement

• Address challenging and complex inquiries regarding policies and procedures

• Handle incoming phone calls when required

• Schedule PTO and overtime requests in line with departmental needs

• Complete performance evaluations punctually

• Oversee the ACD screen to guarantee timely call responses and appropriate employee statuses

• Monitor the un-dispatched by priority screen in DDF

• Review screen 19 to ensure STAT cases are addressed or escalated as needed

• Assist area managers with requests related to the call recording tool and follow up on call center concerns

• Check inbound faxes for orders and distribute them for timely entry

⛳️ Requirements

• 2–3 years of demonstrated leadership experience in a call center setting

• Proficiency in basic arithmetic operations including addition, subtraction, multiplication, and division in all measurement units

• Capability to resolve practical issues with limited standardization

• Ability to interpret instructions provided in written, oral, diagrammatic, and schedule formats

• Strong proficiency in Microsoft Excel, PowerPoint, and Word

• Willingness to learn the internal DDF database system

• Comprehensive knowledge of Teletrac

• Must live within 50 miles of 2550 Corporate Exchange Drive, Suite 15, Columbus, Ohio 43231

• Availability for an overnight shift

🏝️ Benefits

• Remote work opportunity

• Overnight shift schedule

• Paid time off (PTO) scheduling

• Opportunities for overtime/request scheduling