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Supervisor, Wireless Care

Responsibilities:

  • Oversees the daily operations of their team to meet KPI targets
  • Develops team members through training and coaching the individuals separately as well as in team huddles
  • Shares daily, weekly, monthly targets with team members and teaches them how to reach/exceed the their goals
  • Guides behavior and motivates team members to positively impact team performance, including but not limited to quality and attendance
  • Performs administrative duties including, and not limited to, reports and other time keeping activities
  • Promotes and participates in activities that assist in retention and recruiting for open positions
  • Supervises and ensures the smooth activity of the call center floor
  • Conducts counseling sessions for disciplinary or performance issues
  • Attends meetings, holds regular team meetings, maintains monthly team bulletin boards and various other communication tools
  • Assists with taking calls during peak volume periods
  • Performs other duties as required

Requirements

Experience and Education

  • Previous management experience
  • Bachelor s degree is preferred

Training
/Onboarding

  • Successfully completes New Hire Training and assessment exams
  • Meets Quality standards when call handling
  • Understands and is able to perform TM duties introduced in onboarding

Skills

  • Strong empathy skills balanced with a business acumen
  • Ability to manage and guide and motivate team members to positively impact team performance
  • Ability to analyze and identify trending and then coach to correct behaviors
  • Ability to assess individual and team performance
  • Analytical and advanced problem solving skills
  • Strong written and verbal communication skills
  • Strong leadership and teaching skills
  • Ability to own responsibility (e. g., escalations, follow-up)
  • Exceptional customer service, people and soft skills
  • Ability to work as a teammate and participate in ways to create an overall engaging environment

Required for Employment

  • Successful completion of Pre-Employment Criminal Background and Drug Screening
  • Scheduled business hours M-F 2pm-11pm central standard time, but need to be flexible based on business needs.


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