Description We are in search of a Call Center Supervisor to join our team in Dallas, Texas. This role offers a long term contract employment opportunity in the industry. As a Call Center Supervisor, you will be tasked with various responsibilities aimed at enhancing customer experiences, supervising a diverse workforce, and driving performance within the call center operations service area.

Responsibilities:

• Assist in managing transition services agreements for the call center, ensuring performance, customer, and regulatory metrics are met.

• Contribute to the development of local Call Center operations, working in collaboration with labor partners and other key stakeholders.

• Supervise and coach a culturally diverse workforce to ensure tasks are carried out in accordance with end-to-end processes.

• Monitor and record the performance of staff, providing timely feedback on issues relating to sickness, discipline, and performance levels.

• Identify, support, and execute performance improvement initiatives within the call center.

• Foster an engaging climate to ensure motivation, participation, and opportunities for sustained and continued employee engagement.

• Monitor Service Level targets, Key Performance Indicators, and Risk to ensure compliance.

• Promote and implement procedural best practices to ensure compliance with policies and regulatory requirements.

• Use sound judgment in making decisions that impact productivity and cost.

• Ensure the team operates using safe work practices. Requirements • Proficient in Microsoft Office Suites, including Microsoft Word, Microsoft Excel, and Microsoft PowerPoint

• Experience in supervising, planning, and executing procedures and policies

• Strong customer service skills

• Ability to report, track, and improve key performance indicators (KPIs) and other metrics

• Knowledge of hiring processes and compliance functions

• Proficiency in English and Spanish languages

• Familiarity with workstation support and 'About Time' software

• Strong phone presence and experience in a call center environment

• Ability to ensure compliance with company policies and regulations

• Excellent skills in stakeholder and partner management

• Experience in improving productivity and efficiency in a team setting

• Ability to train and support team members in their roles.

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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