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Call Center Operations Supervisor

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Call Center Operations Supervisor

The Big Picture:

At The Network, we create better workplaces by combining innovative people and industry-leading technology that allow companies to build and promote ethical cultures.  Join us! The Operations Supervisor for The Network is a key player in achieving company’s ongoing objective to provide stellar customer service to our clients by managing and motivating a team of inbound customer service reps.

 

The Day-to-Day:

As an Operations Supervisor for The Network, you will be responsible for the following:

  • Motivate and manage a staff of customer service representatives within an inbound call center environment.
  • Monitor, coach and develop employees for optimal performance.
  • Responsible for employee records to include performance appraisals and administration of disciplinary action when required.
  • Handle escalated calls, ensure achievement of all departmental goals (i.e. service levels, team quality, resolution of customer service issues, budget, etc).
  • Identify operational issues, and process improvements while concurrently delivering excellent customer service.
  • Additional responsibilities may include special assignments as assigned.

 

The Right Person:

Will have…

  •  BA/BS or equivalent experience.
  • Experience supervising at least 10 people or TNW management training program experience.
  • At least 3 years management.
  • Working knowledge of call center computer hardware/software (especially CMS software) preferred.

Will demonstrate…

  • Excellent oral/ written communication to perform Quality Assurance.
  • Excellent oral/written communication and presentation skills
  • Ability to document and maintain files on each employee to determine qualifications for bonus and employee incentives.
  • Ability to work closely with other Departments to achieve a high degree of internal and external satisfaction.

 Will enjoy…

  • The opportunity to collaborate with self-driven people who are passionate about what they do and care about making a difference
  • A working environment where innovation and creativity are encouraged and taken seriously
  • A position with one of the leading providers of integrated Governance, Risk and Compliance (GRC) solutions
  •  Recognition and advancement based on a dynamic performance management process

 

 

Check out The Network’s Purpose and Principles!

Is this position right for you? Email your resume and cover letter to yourfuture@tnwinc.com, or fax: (770) 613-6729. Please reference the job title in the subject line.
No telephone calls please. Qualified candidates will be contacted. The Network is an Equal Opportunity Employer.

Awards & Certifications 2013 GRC 20/20 Technology Innovation Award 2013 TAG Top 40 Innovative Company 2012 IABC Gold Quill Award 2012 MarCom Award We self-certify compliance Safe Harbor Safe Harbor Certification SOC 2 Certification