Call Center Operations Supervisor

American Red Cross
Jun 17, 2021
Jun 19, 2021
Full Time
Please use Google Chrome or Mozilla Firefox when accessing Candidate Home. By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network? Job Description: As one of the nation's premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. We depend on the many generous contributions of time, blood, and money from the American public to support our lifesaving services and programs. At the American Red Cross, you will enjoy a collaborative work culture committed to the diversity of our people, programs, and services. If you share our passion for helping people, join us in this excellent career opportunity. We are seeking a Call Center Operations Supervisor. This position can work from any location in the United States and will work 5 days a week and will include variable work hours between 7:30 am -10:00 pm Eastern. For those candidates located in Colorado, the salary range for this position is: $47,476-$63,100 Note that the American Red Cross sets salary ranges aligned to a specific geographic location in which the job or employee resides. The stated salary range in this posting is an average and may not be reflective of your individual circumstances. We will review specific salary information at the time of phone screening based upon your location. Supervise the performance of service agent staff and directly oversee team and center operations to ensure achievement of production goals and metrics. Assist in the development, implementation and evaluation of service strategies for the Center. division. This position will develop, mentor and coach service agents to ensure that established production and quality targets and other performance metrics are achieved. Responsibilities * Understand key business objectives and time frame to achieve each goal and effectively communicates to team in effort to ensure business goals alignment. * Responsible for the supervision of assigned service agents including, but not limited to, interviewing/hiring, training, coaching, evaluating and disciplining to ensure a well-qualified team and to enhance operational success. * Ensures adequate staffing to meet call center objectives. Projects staffing needs and develops strategies to ensure performance objectives are met. Initiates defined contingency actions as it pertains to sufficient staffing/ coverage during increased call volumes as required to maximize production. * Responsible for monitoring individual service agent calls, evaluating calls against defined standards of performance, and providing coaching to service agents. Utilize third party reviews to provide coaching. Identify and schedule training for service agents according to identified needs. * Utilize systems, reports and resources productively to achieve objectives in a cost-effective manner. * Implement programs for leading and motivating service agent staff to achieve organizational objectives and minimize turnover. * Reviews daily Service Agent and team performance metric reports; analyze trends and adjust action plans to address gaps and improve overall team performance. * Manages team attendance, reliability and adherence to scheduled work times. * Responsible for handling Service Agents' questions, concerns and customer escalations. * Perform other related duties as assigned. Qualifications * Bachelor's degree; or equivalent work experience * Minimum 3 years related experience in Customer Service * Minimum 1 year of supervisory experience * Demonstrated ability to manage remotely and motivate teams to achieve results. * Intermediate computer skills including a demonstrated ability to utilize Microsoft Office Programs, including Excel * and web-based applications skills preferred * Ability to work in fast-paced environment * Manage multiple, complex, on-going tasks and/or projects * Strong verbal and written communication skills * Strong organizational, time management and interpersonal skills The American Red Cross is a diverse nonprofit organization that creates a culture of collaboration and team spirit. We offer our employee's a competitive salary, wide range of generous benefits including health, dental, vision, life and disability insurance; flexible spending accounts; 401K retirement plan with match; paid time off, holidays and floating holidays. Also, we encourage professional development and provide growth opportunities. To be considered for this position, please visit to apply. Apply now! Joining our team will provide you with the opportunity to make a difference every day. The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Interested in Volunteering? Life's emergencies don't stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission. Visit /volunteertoday to learn more, including our most-needed volunteer positions. To view the EEOC Summary of Rights, click here: Summary of Rights

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