Call Center Operations Supervisor
- Identify qualified and highly motivated candidates to join our AMC Team
- Provide supervisory operational coverage during AMC hours of operation
- Resolve escalations, and escalate to next level in a timely manner when unable to resolve
- Strong attention to detail, and initiative to drive sales results
- Ability to work independently, multi-task, prioritize and function in a team environment
- Drive team performance and deliver on critical performance metrics including but not limited to productivity, efficiency, compliance, and quality
- Develop, review, educate and manage direct reports to deliver high levels of performance through timely developmental action plans and performance improvement plans
- Facilitate daily huddles, monthly team meetings and individual meetings with direct reports
- Implement and coach to AMC operational guidelines, policies, and procedures
- Deliver timely and accurate disciplinary corrective action to team members as required
- Complete all required training in a timely manner, and ensure all team members are scheduled to complete required training in a timely manner
- Daily Monitoring of all Performance Reporting, and provide timely feedback to direct reports
- Daily review and coaching of recorded calls
- Review and communication of any staffing updates to WFM (Adds/Removals/Adjustments)
- Consistently maintain communication with direct reports through Teams, Phone and Email
- Assist direct reports and peers with requests and inquires
- Provide subject matter expertise to direct reports and peers
- Meet/exceed predetermined performance goals
- Maintain accuracy of CSS timecards
- Performs other duties as required or assigned
- High School Diploma, College Degree preferred
- Minimum of 3 years of demonstrated leadership experience
- Minimum of 2 years of Sales experience
- Remote leadership experience
- Telemarketing/Sales Experience required
- Requires extensive knowledge of Marketing Call Center Operations, our products and services AMC offers
- Strong knowledge of MS Office (PowerPoint, Excel, Word) to create presentations, create/update documents and spreadsheets containing formulas and formatting
- Must be able to effectively navigate and communicate information obtained from AMC internal systems
- Ability to apply knowledge and utilize that knowledge to resolve inquires
- Intermediate proficiency with Excel, Word, and PowerPoint
- Excellent presentation skills and persuasive skills
- Strong analytical skills and demonstrated problem-solving skills with a focus on continuous improvement
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