Call Center Supervisor (Remote)

The Call Center Supervisor at a FEMA Call Center is responsible for overseeing and managing a team of call center agents, ensuring they meet performance and quality standards. This role involves providing ongoing coaching to improve their skills and performance. The supervisor monitors call center metrics such as inbound calls, call waiting times, and call abandonment rates, using these metrics to assess and improve agent performance. The Call Center Supervisor assists agents with complex or escalated calls, providing guidance and support to resolve issues effectively. Call Center Supervisor will prepare and present reports on team performance, highlighting areas for improvement and success. Identifying opportunities to improve call center processes and implementing changes to enhance efficiency and service quality is a key part of the role. Ensuring all call center activities comply with FEMA regulations and guidelines is essential.

• This is a short-term seasonal position.
• This position is remote.
• Candidate must be a citizen of the United States.

Key Responsibility Areas

• Analyze and monitor live calls and work completed by agents for accuracy and policy adherence
• Review the work of others to assess adherence and accuracy with process requirements
• Review customer service documentation in various systems
• Identify and document opportunities and clearly cite the correct work instruction or source of truth for the noted opportunity
• Recognize trends and assist with possible preventative action including not limited to Business Process Improvement (BPI) recommendations
• Work independently
• Identify, communicate and implement opportunities for improving internal audit/rebuttal processes as requested
• Other activities as assigned.

Requirements

• High School Diploma / GED (or higher)
• 3-5 years of experience in a call center environment, with at least 1-2 years in a supervisory role.
• Strong leadership and communication skills
• Strong analytical skills and exceptional problem-solving skills
• Excellent problem-solving abilities to handle escalated calls

This position does require you to be flexible and schedules will be provided once training has been completed and will be all based on the business needs of the company.

Why Join Sierra7?

Sierra7 is a Small Disabled Veteran Owned Business. We were founded in 2009 with the mission of “Serving those who Serve”. We recently received the DAV (Disabled American Veteran) award. Also, Sierra7 is ranked No. 457 out of 5,000 fastest growing private companies in America by Inc. Apply today and help us with our mission of “Serving those who Serve”.

Benefits

• 401K
• Medical/Dental/Vision
• Pet Insurance
• LinkedIn Learning

Summary

This posting is for prospective candidates only. Unsolicited third-party resume submissions will be considered property of Sierra7, Inc. and will not be acknowledged or returned.

We will never send communications through any other domain, including @sierra7careers.com, @gmail.com or @yahoo.com. ALL communications will come from a @sierra7.com domain. We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Sierra7 employee, please contact us at Talent.Acquisition@sierra7.com

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Sierra7 will not provide sponsorship for employment-based immigration benefits for this position. To be considered for this position all candidates must be a US Citizen. This position is not a C2C opportunity.

Sierra7 is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.

Equal Opportunity Employer Veterans Disabled