Supervisor in Johnson City, TN at ACT

Date Posted: 12/7/2021

Job Snapshot

Job Description

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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 Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education:  Bachelor degree or equivalent combination of education and experience.

Experience: Minimum of two years of supervisor experience, preferably in a call center environment.


   Computer experience in a Windows and web-based environment.
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

ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT’s employees to perform their job duties may result in discipline up to and including discharge



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