Call Center Supervisor in Harlingen, TX at ACT

Date Posted: 10/8/2020

Job Snapshot

Job Description

Nature and Scope

Position reports to the Manager, Operations. Incumbent has routine contact with all levels of employees, including production, management and support staff. Will at times have contact with client representatives. Plans, assigns and directs the work of a team of 10-25 production associates. Responsible for the team’s performance and productivity.

Must be able to work weekend rotation

Essential Duties and Responsibilities

• Monitors associates real-time productivity to achieve production and revenue goals.

• Coaches and develops associates to improve quality, performance and productivity. Develops and implements goals and action plans as needed.

• Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.

• Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.

• Ensures associates adhere to company and client policies and standards.

• Tracks and reports the associates daily performance and productivity.

• Monitors and maintains work volume statistics.

• Monitors associate’s calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies.

• Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.

• Assists in determining work procedures, prepares work schedules, and expedites workflow.

• Maintains the attendance records for associates using the timekeeping system. Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.

• Completes and presents associate’s annual performance appraisals.

• Conducts job candidate interviews and makes hiring decisions with assistance from HR.

Supervisory Responsibilities

Directly supervises 10-25 employees in a call center production environment. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Minimum Requirements

• Prior experience with supervisory responsibility preferred

• HS diploma or GED

• Experience using internet, word processing, spreadsheet and calendar software required. MS Word, Excel and Outlook experience preferred.

• Ability to write and complete routine reports in various formats.

• Ability to analyze, interpret and report results, trends and outcomes.

• Ability to deal with problems involving several concrete variables in standardized situations

• Ability to direct and lead the efforts of others


  1. Administrative Jobs
  2. Bookkeeper Jobs

Join Our Talent Network

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.