Description
Position at Freedom Forever
Competitive Pay + Benefits
POSITION SUMMARY:
The Senior Supervisor, Call Center, plays a crucial role in leading and developing a team of supervisors and their direct reports to achieve and exceed key performance indicators. With a focus on fostering a culture of excellence, this role emphasizes Servant Leadership, Emotional Intelligence, and Extreme Ownership to inspire teams and continuously improve the customer experience. This individual will act as a bridge between senior leadership and front-line teams, ensuring alignment, effective communication, and the implementation of strategies that support the company's goals.
At Freedom Forever, the Senior Supervisor is expected to embrace a dynamic, fast-paced environment, demonstrating adaptability, professionalism, and a commitment to ethical practices while maintaining a customer-first approach.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
Leadership and Coaching:
- Directly manage a team of call center supervisors and oversee the performance of their respective teams.
- Develop leadership capabilities within the supervisory team through mentoring, coaching, and training.
- Foster a positive, inclusive, and collaborative environment that promotes engagement and high performance.
Performance Management:
- Monitor team and individual performance metrics, ensuring alignment with quality, efficiency, and customer satisfaction goals.
- Analyze data and trends to identify areas for improvement and implement corrective actions as needed.
- Conduct regular performance reviews with supervisors to set goals, address challenges, and celebrate successes.
Strategic Collaboration:
- Serve as a key communication link between front-line teams and senior leadership, ensuring company updates, goals, and policies are effectively implemented.
- Partner with other departments to drive process and procedural improvements based on customer insights and feedback.
- Provide recommendations and reports to leadership on team performance, operational challenges, and strategic opportunities.
Operational Oversight:
- Ensure daily operations run smoothly by resolving escalations, removing barriers, and optimizing resources.
- Lead initiatives to improve customer experience by identifying pain points and developing innovative solutions.
- Stay informed about industry best practices, emerging trends, and new technologies to enhance call center operations.
Compliance and Development:
- Ensure adherence to company policies, procedures, and quality standards across all levels of the team.
- Support and manage employee development plans, including training programs for new hires and existing staff.
- Promote a culture of accountability and transparency by addressing issues promptly and effectively.
QUALIFICATION REQUIREMENTS:
- 3+ years in a leadership role within a call center environment, managing a supervisor role of at least 5 or more.
Education & Certifications: - High school diploma, GED, or equivalent (college degree preferred).
- Proven success in driving team performance and customer satisfaction.
- Strong problem-solving, decision-making, and organizational skills.
- Experience handling escalations, customer retention strategies, and conflict resolution.
Technical Proficiency:
- Hands-on experience with CRM systems, MS Office (especially Excel), and workforce management tools.
- Familiarity with call center metrics and reporting.
- Experience with working with different payroll systems and timekeeping.
- Experience in conducting QC audits and managing reporting.
- Experience in working with different WFM tools.
- Previous experience in the solar industry is a plus.
Knowledge, Skills & Abilities:
- Exceptional communication skills, with the ability to inspire, motivate, and engage diverse teams.
- Adaptable, resourceful, and committed to creating a positive and productive work environment.
PHYSICAL DEMANDS AND ABILITIES
- Regularly spend long hours sitting and using office equipment and computers
- Regularly move from sitting to standing positions effortlessly
- Regularly spend long hours in intense concentration reviewing and entering data into a computer
- Regularly use hands and fingers to handle, control or feel objects
- Regularly see details of objects that are less than a few feet away
- Regularly speak clearly so listeners can understand
- Regularly understand the speech of another person
- Frequently work on projects that require deadlines
- Occasionally lift 5-10 pounds
TRAVEL REQUIREMENTS (Employee is required to travel for business purposes, not including commute to and from work.)
If required to travel, must have a valid Driver's License/Insurance and the ability to drive a personal vehicle to different sites.
INDSJ1
Freedom Forever is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.
Employees of Freedom Forever must submit to a criminal history check, MVR check and a 9-panel drug screen that includes the following: Amphetamines, Cocaine Metabolites, Opiates, Phencyclidine (PCP), Barbiturates, Benzodiazepines, Methadone, Methaqualone, Propoxyphene.
Must be in Office in Las Vegas, NV. Not a remote position.
