4935 - Program Supervisor - Virtual, USA

USA    |     Other   |   Full-time
Job Reference: 4935 - Posted 20-Jul-2021
As a critical member of this project’s success, the position of Supervisor is responsible for employee leadership, operational efficiency. The Supervisor will oversee 10-12 teams: each team consisting of a Team Lead and 15-20 Advisors. In addition, the Supervisor will be responsible for the development of the Team Leads as well as driving results.



Major Duties & Responsibilities 

  • Ensure consistent & effective day-to-day management of all resources to maximize efficiency.  
  • Accountable for the meeting and surpassing of client metrics such a Performance Metrics (Average Handle Time, After Call Work), Service Level, Quality( Customer Satisfaction), and Attrition.  
  • Ensure the maintenance of a high-quality work environment for all employees accountable for employee satisfaction drives and results within the organization 
  • Manage a group of TL’s and Advisors, while working with Command Center and RTC, ensuring processes and procedures are efficiently and accurately monitored, and all tracking and documentation is put in place at necessary steps 
  • Ensure consistency in HR practices, policies, and procedures 
  • Completes scheduled performance reviews of Team Leaders on all KPI’s and AUX codes, ensures performance/attendance issues are addressed/documented in a timely and professional manner. 
  • Coaches staff to improve performance and identify/address issues 
  • Responsible for modeling and leading development initiatives and providing actionable feedback ensuring advancement opportunities for all staff 
  • Collaborates with QA Team Managers and Supervisors, the Operations Support Team, Sr. Management, Staffing, WFM, and MacPros to ensure department is up-to-date regarding all initiatives, processes and procedures, technical issues, scheduling issues/discrepancies, etc. 
  • Review all attendance, training, closing, VTO/MTO, metric outlier, etc. reports ensuring departmental participation in appropriate initiatives when necessary 
  • Schedules and Conducts Team Meetings as necessary 
  • Manage the development and documentation of all Standard Operating Procedures to ensure COPC compliance 
  • Manage the development and documentation of all Standard Operating Procedures to ensure PASS compliance when applicable 
  • Ensure Nesting Lead duties are fulfilled. 
  • Perform and audit Maestro/Salesforce changes 
  • Conduct attendance conversations and documentation with Advisors absent during Nesting 
  • Coordinate Nesting Lead schedules to ensure coverage for all Nesting Classes 
  • Manage, develop, and update Nesting materials in collaboration with Training, Operations, and QA 
  •  Assists with Workforce Management and Agent Schedules 
  • Works with Workforce Analysts on staff planning, Agent scheduling, and site technical issues 
  • Delivers recognition awards to team members when necessary 
  • Complete and submit Daily Checklist to the manager when instructed. 
  • Back up other supervisors when necessary. 


Qualifications and Skills required: 

  • Minimum Education Required:  1-2 years virtual call center experience required 
  • Aptitude for leadership and natural ability to lead a team of individuals 
  • Call Center Leadership Experience 
  • Must be current Team Lead with six months experience in current role and Line of Business 
  • Must be in good standing in the current position and not on any corrective action. 



About Kelly Services®

Kelly Services, Inc. connects talented people to companies in need of their skills in areas including Science, Engineering, Education, Office, Contact Center, Light Industrial, and more. We’re always thinking about what’s next in the evolving world of work, and we help people ditch the script on old ways of thinking and embrace the value of all work styles in the workplace. We directly employ more than 500,000 people around the world, and we connect thousands more with work through our global network of talent suppliers and partners in our outsourcing and consulting practice. Revenue in 2018 was $5.5 billion. Visit kellyservices.com and let us help with what’s next for you.

Kelly Services is an equal opportunity employer committed to employing a diverse, equitable, and inclusive workforce, including, but not limited to, race, gender, individuals with disabilities, protected veterans, sexual orientation, and gender identity. Equal Employment Opportunity is The Law.