Internal Operations Supervisor

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

📋 Description

• Ensure all call center staff comply with established work schedules.

• Enhance employee productivity by creating workflow-based schedules.

• Monitor employee performance and engage with those not meeting set standards.

• Establish goals and collaborate with employees towards achieving them.

• Provide mentorship and coaching; evaluate individual needs and develop improvement plans.

• Create corrective action plans as necessary to enhance individual performance.

• Ensure the team comprehends and implements departmental and organizational policies and procedures.

• Oversee a minimum of two calls per employee each month and assess trainer audits.

• Deliver immediate positive and constructive feedback following monitoring sessions.

• Foster teamwork and advocate for continuous improvement.

• Address challenging and complex inquiries regarding policies and procedures.

• Manage incoming phone calls as needed.

• Schedule PTO and overtime requests in accordance with departmental guidelines.

• Complete all performance evaluations punctually.

• Monitor the ACD screen to ensure calls are answered in a timely manner and that employees are in the correct status.

• Oversee the un-dispatched by priority screen in DDF.

• Review screen 19 to ensure STAT cases are managed or escalated appropriately.

• Assist area managers with call recording tool requests and follow up on call center issues.

• Inspect 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 across all measurement units.

• Ability to address practical problems with limited standardization.

• Capability to interpret written, oral, diagrammatic, and schedule-based instructions.

• Strong proficiency in Microsoft Excel, PowerPoint, and Word.

• Willingness to learn the internal DDF database program.

• Comprehensive knowledge of Teletrac.

• Must live within 50 miles of 3424 Midcourt Road, Suite 112, Carrollton, Texas 75006.

🏝️ Benefits

• Remote position.

• Overnight shift.

• Scheduling for paid time off (PTO) requests.

• Scheduling for overtime requests.