Supervisor Operations - Call Center

Overview:

Join our dynamic team as a Seasonal Call Center Supervisor and lead a vibrant customer service operation during peak seasons! In this energetic role, youll oversee daily call center activities, motivate a diverse team, and ensure exceptional service delivery. Your leadership will drive team performance, streamline processes, and create a positive experience for both customers and staff. This position offers an exciting opportunity to develop your management skills while making a tangible impact during busy periods.

Job Summary:

Be more with iQor! We are searching for Temporary Customer Service Supervisors to fill an urgent need.

The Supervisors will lead a team, supporting emergency response for residents impacted by a natural disaster. Must be able to start immediately, within 48 to 72 hours notice. These positions are fulfilling as you support those US Residents when they are at their time of need.

This position will be REMOTE - US Location

Position Details:

• SEASONAL: 30 days to 4 months contract.
• Flexible schedule availability between the hours of 7am-2am eastern some overnight shifts may be available.

Responsibilities:

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes).
• Drives continuous improvement through trend reporting analysis and metrics management
• Offers new ideas and suggestions for improvement.
• Identifies and implements new practices and processes that are "best in field".
• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.
• Confers with reporting manager on complex or unusual situations.
• Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Understands and embraces the business and call center operations strategic direction.
• Performs other duties as assigned.

Skills Requirements:

• 3 or more years of call center experience in collections/sales/customer service/technical support preferred.
• 1 or more years of supervisory experience preferred.
• Excellent communication skills.
• Computer skills and experience.
• US Citizenship required; this is a government assignment.