Call Center Management, Call Center Operations, Coaching, Communication Skills, Computer Skills, Computer Workstations, Customer Service Software, Customer Support/Service, High School Diploma, Maintain Compliance, Presentation/Verbal Skills, Quality Control, Safety/Work Safety, Standard Operating Procedures (SOP), Startup, Team Lead/Manager, Writing Skills
SUMMARY:
Assist the Supervisor in the call center operation in accordance with policies and procedures.
Ensure smooth call center operation during shift.
ESSENTIAL FUNCTIONS:
- Monitor the operation in accordance with policies and procedures.
- Train and coach team members in conjunction with supervisor.
- Responsible for shift schedule to include, work station assignments/rotations with supervisor.
- Coordinate production startups, shutdowns, and changeovers with supervisor.
- Responsible to meet shift goals.
- Responsible for quality control. Make adjustments as necessary during shift to maintain compliance within specifications.
- Operate within standard operating procedures (SOPs).
- Communicate with Supervisor.
- Ensure a clean and safe work environment.
- Complete shift paperwork.
- Assist in assigned department as necessary.
- Other duties as assigned.
QUALIFICATIONS REQUIRED:
- Strong reading, writing, and arithmetic skills required.
- Computer literate with the ability to learn customer service software applications.
- Duties require professional verbal and written communication skills.
- Ability to type 30 wpm.
- Work requires willingness to work a flexible schedule including days, nights, holidays and weekends.
QUALIFICATION:
High school diploma or equivalent.