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DATE ADDED: Thu 11/10/2018

Call Center Supervisor

Miami Lakes, USA
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COMPANY: INKTEL CONTACT CENTER SOLUTIONS

Job Description

Job Description

If you’re inspired to join an industry trendsetter that will challenge and reward you, keep reading. We’re looking to work with you.

Our dynamic Operations Team is currently in search of a Call Center Supervisor for our Miami Lakes location.

To be successful in this position, our Call Center Supervisor must demonstrate a focus on motivating and coaching others, as well as leading by example. It is vital that the person in this role be able to wear the Inktel role-model hat. He/she must demonstrate a sense of responsibility, independence, sociability, confidence, self-motivation, and flexibility. He/she must be extremely detail-oriented and able to manage multiple projects simultaneously. Timeliness, customer service, keeping up to date on current events are also crucial. We are fast paced. The only thing that is constant is change. Creativity is always welcomed!

Now here’s the fun stuff:

  • Lead a team of 15-20 direct reports; coach, develop, and motivate them to ensure that they are providing world class customer service on all customer interactions, delivering on their commitments, and maximizing their potential
  • Oversee the day to day operation of your assigned program and ensure that programs goals, such as service level, quality, and staffing, are met
  • Drive a culture of continuous improvements, new approaches, and personal excellence
  • Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customer
  • Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable
  • Work constructively with other functional areas throughout the organization, such as quality assurance, training, and recruiting, to share ideas and leverage best practices
  • Develop and audit quality assurance strategies to ensure the delivery of world class service
  • Be an ambassador for Inktel’s culture – role model our values in everything you do
  • Be a subject matter expert on your client’s business. Earn their respect by demonstrating your knowledge and commitment to their program in all interactions.

Requirements:

  • 2-5 years of Customer Service / Call Center experience with a minimum of 2 years in a leadership position
  • Outcome oriented with a commitment to achieving personal, client, and company goals
  • Ability to work in a fast paced environment and maintain focus on key priorities despite conflicting demands
  • Impactful communications skills – both written and verbal
  • Must be able to build a highly engaged, committed, and empowered workforce
  • Strong understanding of the call center environment and the key levers to enhance performance and achieve financial targets
  • Work constructively with others to achieve shared goals
  • Significant experience with developing others through coaching, actionable feedback, and hands-on leadership
  • Must have great people skills, able to relate to and motivate people of diverse backgrounds and ages
  • Experience with social media management and providing customer service online via chat is a plus!

Salary & Benefits:

The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, educational assistance, and a 401K plan.

Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Company Description
Inktel Contact Center Solutions is a leading business process outsourcer specializing in contact center services. Inktel provides Contact Center Solutions to many Fortune 500 companies, federal/ state/local government agencies, not-for-profit agencies and other leading organizations. The rapidly growing organization has received multiple awards and recognition including a 101 Best & Brightest Company to Work For in the nation (National Association of Business Resources), the Best Place to Work in South Florida for three years in a row (South Florida Business Journal) and one of Florida Trends Best Company to Work For in the state of Florida! Inktel has operations nationally, including offices in Miami, Chicago, Dallas, New York City and Ft. Lauderdale, among other cities.

For the past two decades Inktel positioned itself in very strategic niche industries which has enabled us to becomes thought leaders in the consumer packaged goods, restaurant, and e-commerce world. As a team, we provide our customers with contact center, marketing, and consumer affairs solutions.

However, developing a strategic plan is one thing. Motivating and driving people who are passionate about what they do is another. Our Passion for People (TM) philosophy embodies a corporate culture and ensures everyone who representing our customers' brands are engaged, enabled, and energized every day, every hour, and every minute.

Our culture is our pride and joy and what drives us. We reward high-achievers, provide resources and training to help our colleagues with their personal developments, give back to our communities, and strive to be innovative - all while having a little fun too!

Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.


Role: Call Center Supervisor
Job Type:
Location: Miami Lakes,

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