Operations Supervisor

Who we are

Altiam CX provides scalable customer experience and managed team-extension solutions that free up fast-growing companies to focus on their core business. Our success is due to the effort and commitment of every inventive, intelligent, can-do member of our team. Altiam CX is an inclusive employer committed to providing a universally supportive and rewarding employee experience. We believe that every employee brings valuable, unique strengths and perspectives to the collective intelligence of our company. Altiam CX welcomes applicants of all backgrounds, gender identities, and abilities.

We are searching for a dedicated, supportive call center supervisor who can coach and motivate call center representatives as they field calls from clients. The call center supervisor will hire employees and assist in the training/nesting process, ensuring that every agent is well prepared for their calls. They will continue to support agents by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to agents.

Key responsibilities

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.

What you bring to the table

• High school diploma or equivalent, but more education, especially in management, is preferred.
• Call center, customer service, or supervisory experience may be required.
• Healthcare experience preferred
• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.