REMOTE - Call Center Supervisor

$41,600 - $45,760/Yr

TEKsystems - Raleigh, NC

Full-time - Entry Level

Remote - Raleigh, NC

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Call Center Supervisor role at TEKsystems is focused on quality assurance within customer interactions. The successful candidate will be responsible for reviewing recorded calls, ensuring they meet predefined quality standards, and maintaining accurate records in the database. This position is crucial for enhancing the overall quality of customer service provided by the organization.

Responsibilities

• Listen to recorded calls and evaluate them based on predefined criteria (you will only be reviewing NOT taking calls)
• Filter recordings.
• Accurately label calls according to their content and context.
• Store labeled calls in the appropriate database, ensuring proper organization and accessibility.
• Identify and report any issues or trends in call quality.
• Collaborate with team members to develop and refine quality assurance processes.
• Provide feedback to relevant departments to improve overall call quality.
• Maintain confidentiality and security of all call recordings and related data.

Requirements

• Bachelor's Degree REQUIRED
• Previous experience in quality assurance, call center operations, or a similar role.
• Excellent listening and analytical skills.
• Strong attention to detail and accuracy.
• Proficiency in using database management systems and other relevant software.
• Good communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.

Nice-to-haves

• Familiarity with call center operations and quality assurance standards.
• Experience with data labeling and storage.
• Knowledge of industry regulations and compliance standards.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)