Description
TechOp Solutions is seeking contact center leaders with excellent communication skills, supervisory experience, and a drive to bring excellence to their operating environment.
Strong candidates will be curious, efficient practitioners who are motivated to succeed in a fast-paced environment and comfortable working both with an agent team and with a Government client.
NOTE: This is a remote position; however, you must reside within 50 miles of zip code 25405
Duties:
- Participate in efforts to improve overall performance
- Supervise and manage overall contact center operations:
- Workforce Management and schedule management
- Quality assurance
- Performance management
- Reinforce training and coaching contact center agents
- Direct customer support, when needed
- Engage with client and respond to Government requests
- Other duties, as assigned
Requirements
- Bachelor's degree (BA/BS)
- Minimum of 2 years of contact center/ call center supervisor experience
- Minimum of 4 years of call center experience
- Strong understanding of Workforce Management processes
- Excellent communication and interpersonal skills
- Ability to identify training gaps and coach staff to improved performance
- Proficiency in CRM software and other contact center technologies
- Experience in managing telephony queues and performance metrics
- Strong problem-solving and conflict resolution abilities
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