Call Center Supervisor Dallas, TX

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Position Type

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Working at Envision means having a job that’s more than just a way to make money. It's a job that makes a difference.

We offer team members:

• Careers with purpose
• Teamwork environment
• Amazing 401K Retirement Plan
• Medical, Dental, Vision, FSA Plans
• 10 Paid Holidays
• PTO & Vacation

 

POSITION SUMMARY

The Call Center Supervisor is a balanced role composed of campaign representative and supervisorial responsibilities. The Supervisor is responsible for managing and implementing the Dallas Call Center operations and supporting assigned campaigns under the leadership of the Director of Call Center Services. The Supervisor will support, coach, and motivate the call center campaign representatives. The Supervisor will be involved in the hiring process and assist in the training process and continue to support representatives on a daily basis. This includes managing performance, ensuring expectations are being met, and providing ongoing coaching and inspiration.

 

KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS INCLUDE (List in order of importance)

Call Center Campaign Representative

• Maximize outbound activity to achieve daily/weekly/monthly metrics
• Ensure assigned scripts are followed accurately
• Carefully record customer responses to ensure accuracy and data integrity within an order process and after call dispositions
• Other duties as assigned

 

Supervisor

• Ensure the Call Center campaign representatives have the knowledge and skills perform the role efficiently and effectively
• Promotes positive motivation for representatives to achieve goals and the company mission
• Assigns and prioritizes representatives tasks and appropriately shifts efforts to effectively manage workload
• Works with the Director and Human Resources to recruit and train employees
• Coaches, mentors, counsels, and trains representatives on a continual basis; reviews job contributions and communicates job expectations
• Conducts monthly one-on-one meetings with representatives
• Evaluates representative performance and makes recommendations to Director on corrective and promotional opportunities
• Manage and report on campaign KPI’s
• Responsible for exceeding monthly campaign metrics
• Monitors live and recorded calls to ensure quality standards are met; provides coaching, feedback, and corrective action to representatives in accordance with the quality assurance program
• Ensures representatives adhere to assigned daily schedules to provide the most efficient and best service for our clients/customers
• Answers calls, emails, and other forms of contact coming into the call center as needed
• Assist in new client/customer onboarding and training
• Recommend and implement process improvements with a focus on automation and scalability
• Integrate with customers and become a primary campaign contact point
• Takes escalated calls as needed in order to de-escalate the call and ensure excellent, quality service
• Recommends measures to improve methods and suggests changes in working conditions to increase efficiency
• Other duties and/or projects as assigned

JOB REQUIREMENTS INCLUDE:

 

Education:  High School Diploma or GED equivalent; Bachelor’s Degree preferred

 

Experience:

• At least two (2) years’ experience working in a call center environment
• Proven ability to supervise the day-to-day client center operations of six (6) or more colleagues
• Ability to handle all levels of client complaints and questions and be professional under pressure, displaying a high level of patience
• Experience developing and implementing training programs a plus

 

Knowledge/Skills:

• Proficiency with technology, especially computers, software applications, and phone systems
• Proficiency in MS Office Suite, with a focus on Outlook, Excel, and Word
• Exceptional verbal and written communication skills
• Ability to work autonomously
• Excellent organizational skills
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills
• Analytical, efficient, and thorough
• Extremely self-motivated
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Capable of exercising discretion and a high level of confidentiality
• Demonstrates the organization’s core values, exuding behavior that is aligned with the corporate culture

 

Licenses/Certifications:  N/A

 

SUPERVISORY RESPONSIBILITIES

 

Total Number of Employees Directly Supervising:  1-10

 

Number of Subordinate Supervisors Reporting to Position:  0

 

VISION REQUIREMENTS INCLUDE (check one)

 

Can be performed with or without assistive technology:

 

  X       Required to perform activities such as: preparing/analyzing data/figures;           viewing a computer screen; reading; inspecting small objects for defects; using   

           measuring devices; and/or assembling parts with close eye contact.

 

___     Required to perform activities such as: operating machinery and/or power tools at  

           or within arm’s reach; performing non-repetitive tasks such as carpentry work or

           repairing machinery.

 

  X      Required to review/inspect own assigned work, the work of others, or facilities or

           structures.

 

Requires normal (or corrected to normal) vision/acuity:

 

___     Required to operate motor vehicles and/or heavy equipment such as forklifts.

 

 

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Envision, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without illegal discrimination because of race, color, sex, age, gender identity, disability, religion, citizenship, national origin, ancestry, military status or veteran status, marital status, sexual orientation, domestic violence victim status, predisposing genetic characteristics and genetic information, and any other status protected by law.

Envision employs and advances in employment individuals with disabilities and veterans and treats qualified individuals without discrimination on the basis of their physical or mental disability or veteran status.

 

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

This position description is intended to convey generally the duties of this job.  It is not an all-inclusive listing of duties, and it is not a contract, expressed or implied.

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