This position reports to the Director of Operations/Operations Manager and is responsible for supervising and coordinating the activities of a team of call center agents.

This Position Requires:

• Manage by providing guidance, direction, and support to agents, including setting performance standards and monitoring performance; be available when an agent appears to need assistance
• Motivate/encourage agents through positive communication and feedback; Maintain harmony among agents and resolve grievances; encourage and build mutual trust, respect, and cooperation among team members
• Identify the developmental needs of agents; coach, mentor, or otherwise help agents to improve their knowledge or skills; provide effective opportunities for agent feedback
• Establish a learning and development plan for each agent, as applicable; an action plan for unsatisfactory performance or a talent management plan for employees who have excelled and surpassed their performance expectations
• Plan/prepare work schedules; make necessary changes in staffing based on day of week, sales promotions, and other (un)anticipated events
• Develop daily contests that increase agent motivation and morale
• Monitor sales staff performance to ensure that goals are met
• Monitor sales calls to observe employee demeanor, technical accuracy and conformity to company policies and FCC regulations
• Track attendance, daily statistics, paid time off, sick time, etc.
• Answer questions and recommend corrective action to address customer complaints
• Communicate and follow up to ensure agents are fully aware of all information related to products, procedures, customer needs, and company related issues or changes
• Reinforce work procedures and expedite workflow; study and standardize procedures to improve efficiency and provide recommendations to management.
• Organize information and prepare reports for management, clients and others, relay information to and from management and direct reports
• Maintain records for reference and tracking purposes

The Must Haves:

• At least one year of supervisory experience (call center experience a plus)
• Proficient with technology; email, Internet browsers, search engines, and Microsoft Office
• Open availability: ability to work evenings and weekends

• Fun and friendly culture
• Medical, dental, vision, and 401k
• Advancement opportunities
• Excellent Referral Program -- Earn $400 for every referral after 340 hours (60 days)!