Contact Center Supervisor 10++ Contractor DEX

Our Contract Supervisors are Independent Contractors for a limited engagement, typically under 1 year. They are primarily responsible for managing a team of remote home service partners, although they may help from time to time in other areas.

Responsibilities:
• Lead a team of 15- 30 agents; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
• Model Inktel’s Passion for People in every interaction.
• Implement strategies to manage attrition.
• Oversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are met.
• Communicate key messages effectively to ensure that your team is well informed about issues that may impact them or their customers.
• Prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.

Qualifications
• 1-3 years of remote contact center operations management
• 2-5 years of contact center or customer service experience with a minimum of two years in a leadership/management role
• Driven by delivering results
• Professional demeanor, put together
• Dependable and consistent
• Thrives in a fast-paced environment with changing priorities and goals
• Empathetic and active listening
• Excellent communication skills: concision and clarity
• Passion for coaching, providing feedback and developing talent
• Positive outlook and enthusiastic attitude

Equipment
• Inktel will create the necessary credentials for access to systems in order to perform essential job functions.
• Contractor will provide their own equipment to work from home.

Compensation
• Inktel will pay bi-monthly via direct deposit based upon the compensation rate established in the contractor agreement.

TECHNOLOGY REQUIREMENTS:

Minimum PC Requirements
CPU Speed
• Dual Core 1.2 GHz or better
• Intel Core i3 or AMD Ryzen 3 or better
Hard Drive
• 40 GB or more of available space
• 100 GB or more of total space
Memory
• 4 GB of RAM minimum
• 8 GB or RAM or better is preferable
Operating System
• Windows 10 Professional (No Macs or Chromebooks)
• Information on how to upgrade to Windows 10 Professional can be found here: https://support.microsoft.com/en-us/help/12384/windows-10-upgrading-home-to-pro
• Two (2) available USB 2.0 or greater ports

Minimum Monitor and Accessory Requirements
Monitor
• 1280 x 1024 (SXGA) screen resolution
• 1+20 x 1080 (Full HD or 1080p)
USB Headset with Microphone
• JPL TT3 Evo BinauralHeadset(Headband + Boom) with Tough Case and JPL BL-053+P
• JPL USB 2.0 universal bottom lead with volume and mute function
• OR
• High grade USB noise cancelling headphone available on Amazon or any other retailer
Camera
• Integrated or USB camera with 1080p resolution or higher. Please note that camera models will vary. Please make sure the cameras are compatible with Windows 10. Available on Amazon or any other major retailer.
• Dual monitors may be required on some client programs

Minimum Software Requirements
Google Chrome
• Latest version of Google Chrome for Windows
• Certain client programs may require specific versions of Microsoft Internet Explorer

Minimum Internet Connectivity Requirements
Standard Connection / Speed
• Hard-wired connection (no wireless)
• Minimum 45 Mpbs download / Minimum 10 Mpbs upload
• Internet connection must not be shared with more than 3 devices in the same location
Maximum Latency Threshold
• 120 milliseconds (ms)

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