Outbound Contact Center Supervisor supervises employees who place telephone calls or other interactions to potential customers. Monitors and evaluates interactions and workflow to ensure that performance standards and the volume target are met. Being an Outbound Contact Center Supervisor is responsible for the daily activity of contact center policies and procedures including meeting contact center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals. May require a bachelor's degree. Additionally, Outbound Contact Center Supervisor typically reports to manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
Job Summary:
The Arrowhead Area Agency on Aging (AAAA), a division of Arrowhead Regional Development Commission (ARDC), seeks a full-time Senior LinkAge Line (SLL) Contact Center Supervisor. This is a mid-level management position responsible for managing the daily operations of Senior LinkAge Line (SLL) direct services, supervision of staff, training, development, monitoring daily call volume, abandonment rate and service levels, and taking incoming calls as needed to ensure adequate phone coverage.
Position Requirements:
· Bachelor’s degree from an accredited college or university in a human services-related field, such as social work, nursing, psychology, public administration, gerontology or business/operations management and two-years of lead, supervisory and/or management experience in the human services field or contact center;
· OR six-years of experience providing employee supervision in the human services field.
Necessary Knowledge and Skills:
Exceptional oral and written communication skills; ability to motivate others; manage time well; ability to be adaptable and flexible; strong mentorship skills; excellent problem-solving skills and performance management skills.
Other Requirements:
· A valid driver’s license.
· This position must be able to work remotely at times. Sufficient high-speed internet, secure and password protected service is required.
Salary: $62,400-$70,000/year (based on qualifications and experience)
Location: Duluth, MN. Hybrid options available.
ARDC offers a competitive benefits package that includes health insurance (including family), as well as dental, life and disability insurance, vacation and sick time, holidays and more.
For a complete description, visit: https://ardc.org/careers/. Candidates must follow the application instructions listed on ARDC’s website to be considered.
Deadline to apply: Sunday, May 5, 2024
Job Type: Full-time
Pay: $62,400.00 - $70,000.00 per year
Benefits:
Schedule:
Ability to Relocate:
Work Location: Hybrid remote in Duluth, MN 55802