Position Overview
Ultimate Staffing Services is actively seeking an experienced Contact Call Center Supervisor to join their client's amazing team in California. This role is responsible for leading, optimizing, and governing a high-performing customer service team through real-time analytics, AI-driven insights, and seamless platform administration using the Genesys Cloud CX platform.
Key Responsibilities
- Real-Time Performance Monitoring & Intervention: Monitor live agent activity, queue performance, and service levels using Genesys Cloud dashboards. Proactively intervene via barge-in, whisper coaching, or chat assistance to resolve escalations and maintain SLAs.
- Quality Assurance & Coaching: Evaluate customer interactions using Genesys Cloud's recording, scoring, and analytics tools. Deliver structured, data-backed feedback to agents through virtual or side-by-side coaching sessions, aligned with predefined quality rubrics.
- Genesys Cloud CX Administration: Configure and maintain platform elements including call flows (via Genesys Architect), queues, wrap-up codes, canned responses, agent skills, and routing rules to ensure optimal interaction distribution and compliance.
- Workforce Optimization & AI-Driven Insights: Leverage Genesys Cloud's predictive WEM capabilities to forecast staffing needs, optimize schedules, reduce attrition, and improve adherence. Use AI-generated insights from Agent Copilot and Journey Analytics to identify performance trends and coaching opportunities.
- Compliance & Risk Management: Ensure all interactions and workflows adhere to internal policies and external regulations. Use Genesys' automated QA and compliance scoring features to enforce standards.
- Training & Development Program Leadership: Design and deploy targeted training initiatives using Genesys Cloud AI Guides and knowledge base tools to upskill agents. Track proficiency gains through platform analytics.
- Operational Reporting & Strategic Insight Generation: Generate and present daily, weekly, and monthly performance reports on KPIs. Translate data into actionable recommendations for management.
- Escalation & Complex Issue Resolution: Serve as the primary escalation point for unresolved customer issues. Resolve complex inquiries using deep product knowledge and Genesys Cloud's integrated CRM capabilities.
- Cross-Functional Collaboration: Partner with IT, HR, and QA teams to align platform configurations, training content, and performance metrics with broader business objectives and AI adoption roadmaps.
Qualifications
- Experience: Minimum 2+ years in a contact center supervisory or leadership role, with hands-on experience administering and supervising on Genesys Cloud CX.
- Platform Proficiency: Advanced proficiency in Genesys Cloud Supervisor tools, WEM, Architect, reporting dashboards, and AI-powered features such as Agent Copilot and AI Guides.
- Analytical Acumen: Proven ability to interpret KPIs, identify root causes, and drive data-informed decisions to improve team performance.
- Communication & Leadership: Exceptional interpersonal skills to coach, motivate, and lead diverse teams. Ability to communicate clearly across technical and non-technical stakeholders.
- Certification: Genesys Certified Professional (GCP) in Supervision or prior working experience mapping Genesys Architect is highly desirable.
Work Hours
Monday - Friday, 8:00 AM - 5:00 PM
Benefits
Details regarding benefits will be provided during the hiring process.
Additional Details
Salary: $30 per hour
Location: California
Travel: Around 0% travel time
Position Type: Full-time, Supervisor position
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.