Contact Center Supervisor

Job Description

Job Description

Are you ready for a challenge in your career? Apply Now!!! We are growing again and looking for our next Account Supervisor for our government line of business! This position does require a background check and paperwork to ensure your government clearance to work these programs.

Do you thrive in a fast-paced environment and enjoy new challenges, work with a diverse team, and are ready to take it to the next level!! Come and join one of Inc's 5000 fastest-growing companies. Some of the duties and expectations are as follows :

• Supervise and manage multiple client programs and / or programs exceeding 20 representatives.
• Peer-to-peer advocacy on behalf of the clients.
• Responsible for client communications, conflict resolution, and compliance on client deliverables and revenue.
• Provides strategic and analytic insight to clients in regard to operational issues, solutions, and ways of improving business operations (reduce costs, contacts, improve satisfaction, quality etc.).
• Has the ability to look across and manage across functional areas keeping abreast of status and issues and remaining proactive in supporting your clients.
• Reviews all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met with each of your clients.
• Ensures that client issues are dealt with in an efficient manner, informing the Operations Manager of any critical issues that may arise.
• Assists in the management of the project team and functional department in order to maintain a continuous knowledge of project status in order to identify potential issues and / or opportunities within or related to the project.
• Ensures that all processes and procedures are completed, quality standards are met and exceeded, and are profitable.

Skills required

Attendance and Punctuality

Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.

DEI (Diversity, Equity, and Inclusion) Competencies :

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.

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