Call Center Performance Supervisor

.OneTouch Direct has a career opportunity available for a Performance Supervisor in Nashville, TN.

OneTouch Direct is not your typical Call Center. Founded in 1998 we have since grown into one of the most preeminent providers of contact center solutions in the nation. We work with Fortune 500 companies providing useful products and excellent service. We are a seamless extension of our clients while building an internal culture that stands out above the rest.

The Supervisor will lead a group of associates by supporting each individual to achieve their personal goals alongside company performance metrics. Candidates must be self motivated and understand the value of motivating others.

Essential Duties and Responsibilities:

Manage and motivate staff, train and develop staff according to company policies and ensure relevant Employee Relations procedures are followed.

Monitoring daily employee attendance and schedule adherence to be able to report/project program performance based the available resources.

Tracking daily, weekly, monthly and annual projected versus actual performance metrics.

Provide resource allocation analysis so that we have adequate staff and scheduled hours to be able to meet performance requirements

Communicating performance targets and requirements to all the necessary parties responsible for driving results within the assigned program.

Communicating program goals and provide performance feedback directly to the employees working on the assigned program.

Effectively oversee and maintain employee productivity and product knowledge to drive results.

Review your daily yesterday reports for employee adherence to scheduled hours.

Resolve employee pay discrepancies.

Review the hourly flash reports to track rates and make intraday changes based on program performance.

May perform other related duties and responsibilities as assigned and/or required.

Competencies:

Ability to manage diverse personalities constructively.

Ability to work effectively in a stressful environment.

Ability to handle work related pressure.

Exceptional attention to detail.

Ability to multitask effectively.

Ability to prioritize your workload.

Ability to work self-directed.

Pleasant phone mannerisms.

MS Office Suite.

Requirements

Requirements:

Ability to work 45 + hours a week

Supervisory or management experience

Ability to build trust and demonstrate empathy

Engaging personality that blends well with fast-paced, goal-driven environment

Highly motivated, flexible and great attitude

Bilingual is a plus but not a requirement

Education and/or Experience:

High School Diploma or GED.

Bachelors Degree Preferred.

Two plus years of call center management experience.

Two plus years of demonstrated employee management experience in a call center or similar type environment.

Benefits

A management team that cares

Consistent growth over the past 10 years

Excellent compensation & benefits package

High energy work environment

Family oriented culture

Referral Bonuses

Paid time off (PTO)

401K

Health Benefits

Permanent