The primary responsibility of Operations Supervisor would be to supervise a team of 10 plus sales staff on the floor. Monitor attendance, inbound call volume, productivity and floor discipline. She/he will manage and improvise the daily process of the team.

We are targeting Mortgage and Solar Equipment Sales to US & AUS.  

Principal Accountabilities

• Lead and manage the team to established goals.
• Effectively work with agents on individual basis to resolve performance barriers
• Properly analyzes and communicates department results, i.e. sales, productivity, QA and attendance.
• Utilize analysis and monitoring information provided by Quality Assurance Department to ensure the ongoing delivery of high-quality information and referral operations.
• Ensures that staff performance is in compliance with established procedures and meets or exceeds departmental performance standards.
• Keep motivation up in the call center. (walk the floor) Assume responsibility for the call center when other Supervisors are unavailable.
• Receives, evaluates, researches and resolves customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction.
• Learn the measurement system (metrics) in the call center and be able to use it daily to monitor call volume.
• Analyze department performance and proactively identify and implement strategies to improve quality, productivity, and morale
• Conduct annual performance evaluations for all direct reports
• Work as a team with other Supervisors and Management to ensure call center standards are met
• Establish an atmosphere that encourages positive teamwork and employee involvement

Key Performance Indicators

• Strong team player.
• Excellent organizational skills.
• Strong verbal and written communication skills.
• The ability to effectively develop, manage, and motivate people within a fast-paced and production oriented work environment.

Competencies (Know-how, Skills & attributes requirements)

• High School graduate. College Degree preferably BA or BS.
• 3-5 years of call center, sales or customer service experience.
• Energy Campaigns (Solar & Electric / Gas Utilities) targeted to US & Australia
• Ability to work evenings or US/AUS day time business hours and meet the demands operations.