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Job Category:

Customer Care, Calling, Phone Handling, Call Center


To be discussed.



This position is directly responsible for the day-to-day operation of the call center and is directly responsible for the overall productivity of the call center.


* Responsible for supervising the daily activities of all assigned employees and their daily tasks as needed

* Manage employee activity and development:

– Scheduling and attendance issues

– Disciplinary issues including recommendations for terminations

– Performance evaluations

– Communication with employees of changes to current systems

– Monitoring individual standards:

# Attendance

# Call quality

# Schedule adherence

# Talk time

# % Dialer Log In

* Manage departmental standards:

– Customer service/call quality

– Hold time

– Service level

– Answer speed

– Abandoned rate

* Manage daily call center activity:

– Staffing

– Reports

– Tracking attendance

– Payroll

– Productivity

– Assisting the representatives with questions concerning accounts

* Conduct performance-based coaching

* Improve employee performance by implementing customized agent training and development plans, using available reports, feedback and call analytics information

* Provide employees with timely, effective, and accurate performance reporting and information, including leading regular team meetings.

* Responsible for the overall quality of service provided by the department for our clients

* Responsible for the growth and development of both the leaders and the representatives of the Customer Care center.

* Share best practices and suggestions for performance improvement both within their team and throughout the Customer Care center.

* Develop and implement reward and recognition programs, projects, and initiatives

* Any other duties as assigned by leadership

* Regular and reliable attendance required


Directly supervises their Customer Care Team Lead and up to 25 representatives and all their daily activities; Responsible for meeting the production guidelines and ensuring the quality of service of the call center


* Must type 40 WPM

* Experience with the AS400, Microsoft Word, Excel, Power Point

* Must be able to accurately and effectively communicate direction with other departmental staff members both verbally
and in writing

* Ability to multi-task in a fast-paced environment

* Must be extremely detail-oriented and able to make sound decisions

* Must be able to evaluate employee’s performance and communicate the information to the employee

* Demonstrated leadership qualities


* High school diploma or equivalent

* 1 to 2-year supervisory experience in a call center environment.

* College degree preferred


* Excellent verbal and written communication skills

* Bi-lingual is a plus but not required


* Remote work-from-home

* Must live in one of the following states: Arkansas, Alabama, Oklahoma, Texas, Kansas, Florida, Georgia, Virginia or North Carolina

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