CAREERS

Call Quality Supervisor

Annum’s Engagement Center Call Quality Supervisor will monitor Engagement Specialist calls and provide feedback, guidance and motivation to ensure the highest quality of engagement is attained. The Supervisor maintains recordkeeping of monitored calls and prepares and delivers weekly reports. The Supervisor identifies trends and makes recommendations for training opportunities, assisting with content development and facilitation and works closely with internal partners to ensure Specialist tools are current and emerging information is captured. Mission-driven with a heightened degree of empathy and sensitivity, the Supervisor, working closely with the Senior Engagement Center Director, helps drive the success of the Engagement Center with the highest level of energy, positivity, sincerity and support. The Supervisor will start their tenure alongside the Specialists in training and initial outreach.    

 

 
 
 

Responsibilities

  • Monitors Engagement Specialists’ calls, providing feedback in a timely manner
  • Prepares daily/weekly/monthly progress reports for Engagement Specialists and management team
  • Acts as a team subject matter expert and provides team support in absence of Engagement Center Director
  • Identifies team trends, makes recommendations for training and facilitates
  • Assists with Engagement Specialist onboarding training as well as weekly/monthly training
  • Helps motivate the Engagement Center team to achieve their max potential and inspires confidence in Annum

 
 

Qualifications

  • Superior verbal and written communication skills with the ability to convey empathy and understanding in a sincere and genuine manner
  • Self-motivated team player with multitasking abilities who can motivate and inspire others
  • Proficient in Microsoft office suite (Excel, Word, PowerPoint)
  • High levels of energy and positive ambition
  • Leads by example with a professional attitude and demeanor

 

Experience

  • 5-7 years work experience providing a high level of customer service
  • 2-3 years sales experience with demonstrated ability to concept-sell a service
  • 3-5 years work experience as a Call Quality Analyst in a call center
  • Prior training experience – writing content and facilitation
  • Prior supervisory experience of call center teams
  • Minimum Associates Degree, BA preferred

Compensation

Commensurate with experience / Salary and variable performance based compensation bonus 

Start Date / Location / Hours

July 2017 / FL / Ability to work shift hours between 1pm to 11pm, Monday through Saturday

Interested? Let us know.

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