• Call Center Team Supervisor

    POSTED DATE 2 weeks ago(1/3/2019 3:24 PM)
    JOB ID
    Full Time

    We Create Opportunity


    ERC is a growing end-to-end solutions provider in the accounts receivable management industry servicing clients nationwide with 4,000 employees across 7 locations.  Because of our relentless dedication to deliver nothing less than exceptional, our company continues to grow.  Join us and you will too.  We’ll provide you with the tools, training and a team who will guide you and help you grow.  And along the way you’ll work with smart, fun people while receiving a great benefits package and earn some serious perks.


    • Competitive pay with monthly bonus potential
    • Opportunities to gain valuable professional skills through on-going training
    • Career growth opportunities
    • Fun, innovative culture that will challenge you and support your growth
    • Benefits offered after 60 days to include: Health, Dental, Vision, and IRA options
    • Paid Holidays after 90 days
    • Paid Time-Off after 6 months


    We Don’t Breed the Weak


    Let’s keep it real.  We haven’t gotten this far by simply checking the boxes and delivering the bare minimum.  We are a team of real go-getters – the kind of people who seek out challenges, attack the day and outperform themselves.  Bottom line, you have the opportunity to elevate your career by giving 100% every day to reach your full potential and prove to ERC you want to be more than average.


    Minimum Qualifications:

    • Free of any Corrective Action within the previous ninety (90) days (internal only)
    • College degree preferred or High School diploma with equivalent work experience
    • Exceptional interpersonal & communication skills
    • Strong supervisory experience including staff development
    • Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
    • Demonstrated ability to drive performance through the actions of others
    • Understanding of call center tools and technology used to manage KPIs and SLAs
    • Possess effective conflict resolution skills (both customer and agent conflict)
    • Possess time management, planning, organizational and multi-tasking skills
    • Ability to learn new products and system
    • Flexibility in working within the hours of operation, including weekends and holidays
    • Ability to work in a professional fast-paced environment
    • Must be available for Training & Production during all Hours of Operation (7:00 AM–2:00 AM), and a possible shift that spans the Hours of Operation.



    We Don’t Believe In Limits


    Team Supervisors are responsible for the day-to-day activity and development of 25 Agents (or less) within a call center environment. The Team Supervisor is responsible for ensuring call quality from start to finish and proactively seeks ways to improve the internal processes and results. Team Supervisor’s conduct regular business meetings with Agents to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Team Supervisor’s work closely with the Call Center Operations Management to ensure the overall adherence to corporate policies and optimal performance standards.


    Responsibilities include but are not limited to the following:

    • Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
    • Partner with client support groups to work toward common goals
    • Develop and maintain strategy on ensuring customer satisfaction on all customer interactions
    • Provide team motivation and development to drive the desired results
    • Responsible for the overall performance and productivity of direct reports
    • Responsible for daily and weekly payroll review and submission to ensure correct entries
    • Responsible for tracking and reporting all agent on and off phone activities
    • Meeting performance targets, operating efficiencies, processing improvements, people development and quality assurance
    • Monitoring of individual attendance adherence to schedule
    • Responsible for coaching via agent one on ones monthly
    • Other duties and responsibilities as assigned




    ERC is an Equal Opportunity Employer


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