Operations Supervisor Job Athens area,Georgia USA,Management

Title: Operations Supervisor

Department: Operations

Summary of Position: The Operations Supervisor is responsible for developing new hires and assisting with call center operations.

Responsibilities:

Agent development (live monitoring, team calibrations, one-on-one coaching, buddy jacking, time management monitoring)

Managing call center workflows through queue management skills

Checking and ensuring status accuracy across programs

Escalating concerns impacting productivity to relevant team members

Motivating agents and setting performance goals

Setting up workstations (loading terminals, checking equipment)

Issuing and managing Performance Improvement Plans

Communicating with program management and account teams regarding program status, client feedback, and data needs

Pulling calls for calibration sessions

Identifying and acting upon areas for program improvement

Participating in new hire training

Monitoring the call floor

Conducting program training sessions

Monitoring program end dates

Updating client-specific communications

Ensuring agents leave emails and voicemails when required

Tracking trends in call statuses

Preparing spreadsheets for calling campaigns

Training agents for client interactions

Gathering information for reporting purposes

Prioritizing lists to ensure successful record sets

Reviewing calls to maintain quality standards

Communicating collateral needs and explaining procedures to agents

Reports to: Tim Goodwin, Director of Call Center Strategy

Supervises: New Hire Agents

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