Call Center Supervisor in Montego Bay at ACT

Date Posted: 8/25/2019

Job Snapshot

  • Employee Type:
  • Location:
    Montego Bay
  • Job Type:
  • Experience:
    1 to 2 years
  • Date Posted:

Job Description

Advanced Call Center Technologies is seeking a strong Supervisor to join our team. Do you love helping others? If so, apply now!

We offer our supervisors:

•               Massive opportunity for advancement; 90% of our leadership team was promoted from within.

•               Hourly, overtime, and tremendous bonus opportunities.

•               Fantastic Supervisors and a Positive environment

•               Employee appreciation, Team, and Theme days

•               Onsite Counselor and Nurse

•               Health Insurance

•               FREE Transportation

•               Lunch Subsidy & Onsite Canteen

Essential Duties And Responsibilities include the following.

•         Sets expectations and leads team to achieve performance goals as established by leadership (Based on the nature of the BPO Industry this will change as is necessary and depending on the needs of the campaign or changes in client contractual obligations)

•         Coaches and develops supervisors and agents  to achieve performance objectives as per the campaign’s respective Key Performance Indicators (KPI’s)

•         Administers Performance Improvement Plans (PIP) as needed to develop the agent’s performance and behavior. A log of same is to be updated weekly to show the agent’s progress and the feedback / behavioral guidelines given to assist with improvement

•         Supervises the daily activity of supervisors and their respective teams by monitoring, coaching and developing each supervisor and agent to ensure call quality, sales techniques and compliancy guidelines as per ACT’s compliance policies and the clients requirements

•         Issues written and oral counseling for breach of conduct as outlined in the employee handbook; maintain a record of same and make the necessary disciplinary recommendations to the Operations Manager and Director of Operations

•         Responsible for consistent and timely periodic evaluations on all team members

•         Exhibits teamwork by building strong relationships with peers, superiors, and team members

•         Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal/ professional  development for their respective teams and boosting supervisees’ moral 

•         Exhibit consummate professional behavior and ethical standards at all times.  Leading by example at all times and adhering to company policies. Ensuring there are no ethical or other breaches of the company’s policies; standards and expectations

•         Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting

•         Facilitate call monitoring sessions and other customer interactions as assigned

•         Responsible for daily coaching’s; ensuring the coaching log is completed and completing all required call backs. 

•         Relaying all pertinent changes made to their respective teams as advised by the Director of Operations; Operations Manager; Executive V.P. ; Client; HR & Finance

•         Assisting the Operations Manager with monitoring team attendance and ensuring all paid and unpaid time from work is inputted in a timely and consistent manner in the company’s timekeeping system and production database so an accurate record is maintained of same. Any irregularities discovered should be reported to Director of Operations; Operations Manager; HR and Finance.

•         Other duties as assigned



Education And/Or Experience:

Bachelor's degree from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. 

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations:

Freezone ID.


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