Operations SupervisorRole Summary: As a key member of the Contact Center, you will be responsible for supervising and leading assigned account team(s) of inbound and/or outbound agents including staffing, performance management, reporting, counseling, and maintaining account quality.This is full-time, on-site position requiring you to work at our location in Plano, TX 75023.
Essential Responsibilities and DeliverablesFunction Specific:
- Supervise agent personnel including hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions
- Track and measure individual and team productivity and quality results
- Drive improvements in overall service levels, transactional efficiencies & cost management
- Provide assistance and/or on-the-job training
- Analyze, summarize and/or reviews data; report findings, interprets results and/or make recommendations
- Ensure adherence to company policies
- Manage and motivate Contact Center staff to meet performance goals
- Analyze and verify agent knowledge level
Leadership and Management / Supervision:
- Supervise agent personnel
- Build relationships with agents; establish rapport, trust and credibility.
- Adopt and develop a management style of engagement, professionalism and openness.
Critical Working Relationships - Operations Manager to align with operational account goals
- Other Supervisors to create positive and motivating work environment
- Supporting Departments (Recruiting, HR, BI, Technology, WFM) to partner on achieving internal and client goals
- Client Services team to develop and maintain relationships
Qualifications, Knowledge, and SkillsEducation:
- High School Degree or equivalent
Experience/Knowledge/Skills:
- Thorough knowledge of Contact Center operations
- Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met
- Demonstrated ability to interact with peers, senior management and other departments in a professional manner
- Strong organizational, leadership and interpersonal management skills
- Demonstrated communication skills both written and verbal
- Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff
- Ability to work in a dynamic fast paced atmosphere
- Ability to coordinate activities or tasks of people and groups
- Ability to maintain confidentiality
- Demonstrate ability to make a decision by using logic to identify key facts, explore alternatives and propose quality solutions
- Demonstrate ability to communicate information and ideas clearly, and concisely, in writing and verbally
- Ability to take instructions from management and ensure follow up
- Solid understanding of computer basics (Windows, Operating Systems and the Internet)
Compensation and Benefits: Harte Hanks offers attractive compensation plans along with a comprehensive benefits offering including Medical, Dental, Life, PTO, 401(k), Disability, Educational Assistance, Flexible Spending Accounts and Employee Referral Bonus Plans.
About Harte Hanks:Harte Hanks is one of the world's leading, insight-driven multi-channel marketing services organizations, delivering impactful business results for some of the world's best-known brands. Through strategic agencies and our core marketing services, we develop integrated solutions that connect brands with prospects and customers, moving them beyond awareness to transactions and brand loyalty.Note: The information listed above is intended to describe the general nature and level of this position. Essential functions and responsibilities may change as business needs require.Harte Hanks is an Equal Opportunity Employer