Job Title
Call Center Floor Supervisor
Date Posted
Winchester, VA
Min Salary
Max Salary
Job Type
Full-Time Regular
Job Description
Our client is a leader in providing outsourced customer contact management solutions and services to a wide range of clients: large, medium-sized businesses, and public entities around the world. They have an immediate opening for a self-motivated, outgoing, and energetic call center floor supervisor. They will invest in your future with excellent training, a competitive starting wage and an outstanding working environment.

Job Type: Full-time
Location: Winchester, VA (relocation assistance available if needed)

Responsibilities of the Call Center Floor Supervisor:
  • Exhibit the culture and core values by regularly applying as guiding principles in the decisions and actions chosen.
  • Meeting or exceeding Key Performance Indicators and guidelines in addition to policies and procedures.
  • Accomplishes team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and motivating employees; coordinating, and enforcing system policies, procedures, and productivity standards.
  • Reporting strengths and weaknesses that can potentially affect operations performance with appropriate actionable time-frame through day-to-day operational analysis.
  • Recognizes and recommends operational improvements to increase agent performance.
  • Avoid legal challenges by maintaining compliance with client service agreements and legal requirements.
  • Act as an action taker to achieve preset goals, explore new ideas, technologies, and methodologies that could be applied to the Account.
  • Monitors performance of staff members according to established standards.
  • May participate in hiring decisions and conduct performance appraisals.
  • Other tasks and duties as assigned by the leadership team.
Abilities of the Call Center Floor Supervisor:
  • Strong phone presence with exemplary customer service and/or sales skills.
  • Able to coach and motivate in accordance with company culture.
  • Detail oriented.
  • Familiar with contact center tools, systems, and methodologies.
  • Strong MS Office skills including Word, Excel, and PowerPoint.
  • Adaptable to swift program changes, developing the skills proactively
  • Strong problem-solving skills.
Qualifications of the Call Center Floor Supervisor:
  • Bachelor Degree preferred.
  • Healthcare background preferred.
  • 4-5 years of management experience required.
  • Call center experience required.
  • PMP, Six Sigma, or Lean certification preferred.
Required experience of the Call Center Floor Supervisor:
  • Customer Service: 1 year
  • Call Center Supervisor: 4 years
  • Call Center Management: 1 year

40-50k Salary
Excellent benefit package
Relocation assistance available if needed