Contact Center Supervisor

As the Contact Center Supervisor, you are responsible for leading a contact center operations team. Your responsibilities will include ensuring the team meets call quality standards and achieves goals for generating potential student enrollments to the appropriate place.

DUTIES AND RESPONSIBILITIES

• Monitoring and assessing the performance of the call center staff
• Training and coaching call center staff to deliver a high standard of call quality
• Assisting in the development and implementation of policies and procedures
• Managing staff scheduling to ensure adequate coverage during operating hours
• Collaborating with management on staff hiring, training, and performance evaluations
• Reporting on performance metrics and implementing strategies to improve KPIs
• Providing regular feedback and coaching to the team and individual members
• Maintaining a high level of knowledge about products or services offered
• Ensuring adherence to all contact center related compliance and regulations
• Reviewing and approving timecards: Ensuring that all timecards are accurate and submitted on time.

May assign other duties logically associated with the position.

MINIMUM QUALIFICATIONS (Education, Experience, Certifications, etc.)

• Typically requires 3+ years in a call center environment, with at least 1 year in a supervisory or leadership role.
• Excellent verbal and written communication skills are essential for effective team management and customer interaction.
• Strong analytical and problem-solving abilities, especially in high-pressure situations.
• Familiarity with predictive dialer software is preferred.
• Proven leadership skills with the ability to motivate and inspire team members.
• High school diploma or GED required.
• Upbeat, energetic, and competitive. 
• Must have excellent attendance.
• Must have excellent communication skills.
• Strong customer service skills
• Proficient at working independently and meeting timelines.
• Able to work in collaborative team settings.
• Strong organizational skills.
• Strong attention to detail. 
• Demonstrate computer literacy skills, including working knowledge of Microsoft Office applications: Word, Excel, and Outlook.
• Available to work occasional evenings and weekends.

WORK REQUIREMENTS (requirements for mental, physical components of the job)

The duties of this position are performed remotely. The employee is frequently required to sit at a desk, and work on a computer for extended periods. Position requires finger dexterity, ability to bend, kneel, and reach; may be required to stand for extended periods on occasion. Movements regularly required of fingers, hands, and wrists. May be required to lift and carry up to 50 pounds on occasion. Will work a standard workweek remotely/from home in the office and may involve additional work hours on weekdays or weekends as applicable. Will work a typical work week but may include overtime work on weekdays or weekends as appropriate. Employees must abide by FERPA requirements which protect the privacy of student education records.

I have reviewed and understand the primary job functions required of me by Studio Enterprise and am prepared to meet the position's requirements.