Supervisor, Contact Center Operations

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

📋 Description

• Supervise and offer direction on contact center operational procedures

• Set operational objectives, implement best practices, and develop training programs

• Manage daily operations by planning, directing, and assessing team performance

• Track interactions, workflow, and key metrics within the contact center

• Act as the main point of contact for resolving complex issues

• Administer policies, procedures, and regulations to ensure compliance

• Deliver training and coaching to direct reports

• Assess team performance and provide constructive feedback for improvement and career advancement

• Partner with training teams to create training materials and programs

• Assist senior management with onboarding, recruitment, training of employees, promotions, and transfers

• Execute additional responsibilities as assigned

• Adhere to all policies and standards

⛳️ Requirements

• Must possess authorization to work in the U.S. without requiring employment-based visa sponsorship currently or in the future

• Bachelor's degree

• Minimum of 4 years of relevant experience

• Comparable experience gained through relevant knowledge, responsibilities, scope, and skills may replace the specified education/experience requirement

• Understanding of contact center operational processes, along with performance, quality, and efficiency standards

• Experience in managing policies, procedures, and compliance with regulations

• Background in providing training, coaching, and performance evaluations

• Familiarity with supporting onboarding, hiring, and training processes

🏝️ Benefits

• Health insurance

• 401K plan

• Stock purchase plan

• Tuition reimbursement

• Paid time off

• Paid holidays

• Flexible work arrangements with options for remote, hybrid, field, or office schedules

• Additional incentive programs may be included in the overall compensation package