Operations Supervisor (Customer Service Hybrid)
Share
Job Location:
Otsego County, NY - USA
Monthly Salary:
$ 52354 - 81439
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
The Operations Supervisor will lead and supervise a team of workforce management administration quality assurance or production staff members. They will achieve success using an in-depth understanding of call center operations and the phone system including the IVR scheduling forecasting skill-based call routing service levels reporting and other aspects of call center management.
Duties & Responsibilities:
- Accomplish department objectives through staff supervision and organizing/monitoring work processes ensuring that employees understand their duties and delegated tasks.
- Monitor employee performance and provide clear and regular feedback and coaching.
- Maintain staff by recruiting selecting orienting and training employees and developing professional growth opportunities.
- Provide coaching and mentoring to assist with career path development.
- Document performance feedback and other personnel matters.
- Ensure adherence to company policies and procedures and undertake disciplinary actions if the need arises.
- Knowledge of leave policies and coordinating with HR.
- Set and approve employees work schedule and shift.
- Verify and approve timekeeping records and consult employees about any discrepancies.
- Develop and monitor divisional training practices and procedures.
- Review reports pertaining to activities such production staffing forecasting performance budgets and other departmental and company reports.
- Develop and maintain communications between all call center locations.
- Assist and mentor team with difficult or complex problems and escalated complaints or dispute resolutions.
- Organize staff between all locations.
- Assist with call center day-to-day management.
- Interpret and communicate work procedures and company policies to staff.
- Assist in training and instructing employees in job duties and company policies or arrange for training to be provided.
- Review and approve security requests.
- Other duties as assigned.
Requirements:
- High School Diploma
- 2 years service field supervisory experience
Qualifications & Skills:
- Thorough working knowledge of a call center environment and scheduling hours.
- Intermediate personal computer skills including electronic mail routine database activity word processing.
- Strong leadership decision making team building and coaching skills.
- Ability to accept and lead change by example in a collaborative team environment.
- Ability to delegate.
- Good analytical critical thinking and problem-solving skills.
- Flexible and comfortable working in a fast pace and sometimes stressful environment.
- Highly service orientated and committed to customer service and helping people with a positive attitude.
- Excellent listening and verbal and written communication skills.
Payband 7 Exempt / Hours: 40 per week
Market Range: $52354 - $81439
Accepting applications until: 2/2/2026
Required Experience:
Manager
Key Skills
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
About Company
New York Central Mutual Fire Insurance, or NYCM to its friends and policyholders, sells property/casualty insurance in upstate New York. With offices in Amsterdam, Buffalo, Edmeston, and Sherburne, the company specializes in personal auto coverage but also offers homeowners and umbrel ... View more
