Supervisor - Call Center

The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements.Position is contingent upon contract award - This is a fully remote role. - Must be a U.S. citizen.- Equipment will be provided but must meet the remote position requirement provided below. - Must have the ability to pass a federal background check. Remote Position Requirements: - Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net).- Minimum 5mpbs upload speed.- Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home internet router.- Private work area and adequate power sourceEssential Duties and Responsibilities: - Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed - Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources - Develop work schedules and assign duties to direct report personnel to ensure efficiency - Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources - Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems - Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks - Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports - Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis - Participate in meetings and recommend changes to policies and procedures - Assume leadership responsibility for departmental tasks and call center activities as required - Support and enforce call center expectations - Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work. - Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership - Maintain a high level of confidentiality while performing all work tasks- Perform other duties as assigned by leadership.