Central Office Telephone Operators Supervisor

Job Description

As a Central Office Telephone Operators Supervisor, you'll lead a dedicated team of operators, ensuring all calls are handled promptly and efficiently. You'll play a key role in maintaining operational standards and delivering exceptional service to our customers.

Responsibilities

• Lead a team of Central Office Telephone Operators, ensuring excellent call management.
• Collaborate with management to improve operational procedures.
• Create reports on team performance and call metrics.
• Train new hires on policies, procedures, and customer service best practices.
• Ensure high levels of customer satisfaction through effective team management.
• Respond to escalated customer inquiries and provide resolutions.
• Facilitate team meetings to encourage collaboration and address challenges.
• Utilize call center software and CRM systems to enhance efficiency.
• Maintain team morale by fostering a positive work environment.
• Perform administrative duties as needed to support team operations.

Requirements

Education

• Bachelor's degree in Business Administration or related field

Experience

• 3+ years in a supervisory role within a communications environment preferred.

Technical Skills

• Call Center Technology Knowledge
• Data Analysis Skills

Soft Skills

• Leadership Skills
• Flexibility

Languages

• English: Fluent

Advantageous

• Experience in training and development: Background in developing training programs for new hires and existing staff.
• Bilingual capabilities: Ability to communicate in Spanish is a plus.

Benefits

• Comprehensive health benefits including dental and vision.
• 401(k) retirement plan with generous matching.
• Flexible work policies and remote work opportunities.
• Employee wellness and fitness programs.

Company Culture

• Continuous Improvement: We believe in the power of learning and development, furnishing our staff with opportunities to grow.
• Work-Life Balance: We recognize the importance of personal time and encourage a healthy work-life balance.
• Community Engagement: We actively participate in community service, reflecting our commitment to corporate social responsibility.