Operations Supervisor for High Volume Call Center

Operations Supervisor for High Volume Call Center

Are you looking for a leadership position? Do you have call center experience? Do you want to help employees reach their full potential? If so, KGCCO is looking for you to be a supervisor in our Tampa call center!

Kenific Group Call Center Operations (KGCCO) is a government contracting company and we operate a high-volume call center in Tampa, FL. We are looking for motivated and enthusiastic supervisors to manage customer service representatives (CSRs) and we have positions available now!

Responsibilities:

• You will be part of a team supporting a contract with the Centers for Medicare Services, and will work with other Supervisors, Operations Managers, Site Manager, and other contract management to provide the highest levels of customer service to our clients and our customers.
• You will exhibit high quality work standards and professional behavior at all times, while serving as a role model for your team.
• You will be responsible for supervising, developing, and coaching your CSRs to help them meet our team's productivity, quality, attendance, adherence, and timeliness goals.
• You will be required to listen to a minimum number of calls for each of your CSRs each month and provide coaching and feedback based on the calls.
• You will complete and deliver performance appraisals of your team, and coach CSRs in areas identified as needing attention.
• You will enforce call center and corporate policies and procedures.
• You will participate in calibration sessions for the purpose of keeping current on quality changes.
• You will be required to take a minimum of one hour of phone calls per month and may log in to the telephone queues more frequently during high call volume and/or all-hands status.
• You may participate in the interview process and make recommendations for hiring call center staff.
• You may be asked to perform other duties not listed here within the scope of your supervisory responsibilities.

Position Requirements:

• Previous call center experience as a CSR is required.
• Bachelor's degree or equivalent work experience preferred.
• 6 months of supervisory or leadership experience is required.
• Minimum 2 years of customer service, leadership, and team interaction skills are required.
• Ability to communicate effectively in English, both verbally and in writing.
• Ability to exercise good judgment, make independent decisions, and proactively problem solve.
• Must be organized and have strong time management skills, as well as experience with the Microsoft Office suite, particularly Excel.
• Basic math skills are required.
• Ability to maintain schedule flexibility to respond to business needs, with potential shift changes assigned if needed.
• Ability to interact with all levels of project team, from CSRs to corporate management.
• Strong analytical and organizational skills.
• Bilingual (Spanish) skills a benefit.

Location:

• Position is onsite at our Tampa call center.
• Remote work is not anticipated for this position.

Schedule:

• Our call center is open from 7:00AM to 10:00PM, with extended operating hours during peak season, and your shift will be assigned for a portion of that daily schedule.

Background:

• US citizenship is required.
• You must be able to pass a standard background check, including criminal and credit checks.

We are proud to offer our employees a quality compensation and benefits package.

KGCCO uses E-Verify. KGI is an Equal Opportunity Employer, and all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

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