Are you looking for a supportive, inclusive, and empowering work environment? Do you enjoy helping others and making a positive impact? If so, you have come to the right place! We are looking to add customer-oriented individuals to our growing team. Let us show you why Velocitii has been named one of Rochester's Top Workplaces of 2023! For more information on our company, please visit our website here.

WHAT WE ARE LOOKING FOR

We are looking for a highly motivated, proactive, Customer Service Supervisor to manage a team of customer care agents in a call center environment. Our ideal candidate would be able to use their creativity and leadership skills to provide guidance, instruction, and direction to their team.

We are seeking candidates with the following qualifications:

• 3-5 years experience managing a call center team (required)
• An associates degree or equivalent work experience
• Familiarity with call center metrics such as ABR, AHT, ACW, and schedule adherence
• Willingness to learn and lead by example
• Excellent written and oral communication skills
• Exceptional time management skills and the ability to prioritize multiple tasks
• Must be proactive and take initiative as well as follow up
• Attention to detail and the ability to multitask
• Ability to show empathy and provide support by demonstrating exceptional leadership skills
• Excellent attendance- you must be available for a full-time schedule
• Willingness to complete and pass a pre-employment assessment, reference check, background check, and drug screening

A DAY IN THE LIFE

• Supervising a call center team by providing leadership, direction, and support
• Monitoring and working on improving team's performance against program metrics
• Providing guidance and motivation to promote maximum performance
• Developing and implementing processes and/or operational improvements to enhance efficiency and effectiveness of operations
• Ensuring productivity to meet or exceed service and quality standards
• Analyzing and resolving customer service escalations
• Maintaining adherence in areas such as attendance, punctuality, use of time-off, etc.
• Prioritizing, understanding, and focusing on what is important, measuring performance, and driving the necessary actions for continuous improvement
• Modeling the highest standards of customer service to employees
• Helping their team identify and remove obstacles
• Becoming and acting as a subject matter expert
• Promoting a positive work-life balance
• Proactively collaborating with the client to ensure success

WHAT'S IN IT FOR YOU?

• Full-time schedule availability
• Tools you need to succeed- all equipment is provided upon hire
• Hybrid work schedule
• Opportunity for professional development
• Opportunity to earn a yearly bonus based on individual and program performance
• A culture that promotes open communication, teamwork, creative solutions, and a high level of employee engagement

We know how important it is to foster a positive work/life balance. We provide the following benefits:

• Healthcare
• Life insurance
• 401K
• Paid time off
• Volunteer time off- get paid to volunteer in our community
• Paid holidays (including your birthday!)

If you have the qualifications we are seeking, please apply today! We are eager to hear from you!

Velocitii if an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Velocitii recruiting correspondence will always come from a Recruiting Solutions Lead with an official @velocitii.com e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire.