Akkodis is seeking a Call Center Supervisor for a contract position with our Fortune 500 health client.
Location: 100% Remote
Rate: Target of $40-45/hr W2. The rate may be negotiable based on experience, education, geographic location, and other factors.
Job Summary:
The Operations Supervisor will oversee and manage the daily operations of the Tech Support Specialist team, ensuring high-quality service and efficient resolution of technical issues. This role requires a leader with a strong background in call center environments, excellent attention to detail, and the ability to handle high-stress situations while maintaining a flexible and goal-oriented approach.
This person will be managing a team of 10 consultants working primarily first and/or second shifts, so will have to available for this type of coverage.
Key Responsibilities:
Supervision and Leadership
• Lead, mentor, and supervise a team of 14-30 Tech Support Specialists.
• Foster a high-performance culture and ensure team members meet performance targets.
• Conduct regular team meetings and one-on-one sessions to provide feedback and development opportunities.
Operations Management
• Monitor and manage daily operations using ServiceNow, ensuring compliance with HIPAA and other regulatory requirements.
• Oversee email communications and team collaboration using Outlook and Microsoft Teams.
• Ensure efficient browser navigation and web-based troubleshooting by the team.
Performance Monitoring
• Track and analyze team performance metrics to identify areas for improvement.
• Implement strategies to enhance team productivity and service quality.
• Ensure proper ticket handling and resolution documentation.
Training and Development
• Provide ongoing training to team members to stay current with product updates, industry trends, and best practices.
• Develop training materials and programs to address skill gaps and enhance team capabilities.
Customer Interaction
• Handle escalated customer complaints and provide elevated technical support expertise.
• Ensure high levels of customer satisfaction through effective problem resolution and communication.
Must Have:
• Need to have 5+ years of experience supervising employees in a call center environment.
• High School Diploma or GED required.
• Minimum of 5 years of experience answering inbound phone calls.
• At least 3 years in customer service or equivalent experience.
• At least 12 months of technical support experience.
• Proficient in client management ticketing applications.
• Ability to type a minimum of 65+ words per minute with 90% accuracy (must pass a typing test).
• Demonstrated job stability with longevity in previous employment.
• Experience in call center software support, not engineering roles.
• Commitment to long-term employment and seeking permanent opportunities.
• High-speed internet and a quiet, uninterrupted, and private workspace.
• Perfect attendance during the first 60 days of employment, with no scheduled trades or time off during training and nesting.
Equal Opportunity Employer/Veterans/Disabled
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
· The California Fair Chance Act
· Los Angeles City Fair Chance Ordinance
· Los Angeles County Fair Chance Ordinance for Employers
· San Francisco Fair Chance Ordinance