DESCRIPTION:
Upcoming career opportunity for a customer service expert to manage a department of a major call center facility in Baltimore City. The Call Center Supervisor is responsible for the day to day and long-term operations and production levels of the assigned department. This position will be responsible for building and developing a strong team of customer service representatives.
RESPONSIBILITIES:- Coordinate recruiting, interviewing, and hiring efforts for call center staff.
- Analyze staffing levels and workforce needs to support operational goals.
- Develop, implement, and facilitate new hire orientation and client-specific training programs.
- Manage quality assurance programs, including conducting and reviewing inbound and outbound call audits.
- Monitor, track, and report quality assurance results while identifying coaching and training opportunities.
- Ensure adherence to applicable regulations and industry requirements, including FDCPA, FCRA, HIPAA, FERPA, and related compliance standards.
- Conduct ongoing staff training, compliance reviews, and quality assessments.
- Support continuous improvement initiatives and foster employee growth and development.
REQUIREMENTS:- Bachelor's degree preferred or an equivalent combination of education and relevant experience.
- Minimum of three years of experience in call center operations, staffing, quality assurance, training, compliance, or a related field.
- Previous supervisory or leadership experience preferred.
- Strong communication, presentation, organizational, and analytical skills.
- Proficiency in Microsoft Office applications, particularly Excel and Word.
- Demonstrated knowledge of call center operations and regulatory compliance requirements.
