iostudio · 4 hours ago
Shift Supervisor
Nashville, TN, US
Full-time
Onsite
Entry, Mid Level
2+ years expiostudio is seeking a Shift Supervisor to assist the Program Manager in daily operations in accordance with ARNG Recruiting and company policies. This role involves managing teams of Operators, ensuring smooth processing operations, and maintaining effective communication with management and team members.
AdvertisingAndroidInternetiOSMobile
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Manage the daily activities of teams of Operators as they process applicants in accordance with client policies, procedures and guidelines
Supervise team members, providing coaching, initiating training opportunities and handling disciplinary actions
Possess a thorough knowledge of client recruitment criteria and incentive programs and be able to explain them in simple terms
Monitor scheduling to ensure sufficient coverage is available during training times, employee absences, vacation approvals and operational hours
Maintain awareness of team member skills and suggest/coordinate additional training and/or resources as necessary
Ensure all policies and procedures are followed, including but not limited to meeting operational standards, shift production goals, maintaining service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals
Communicate regularly with management to provide updates on goals, strategy, staffing and program issues
Availability to team members during your shift is an essential part of this position, whether in the office, via email, or by telephone; MUST be accessible to team members during your shift 7 days per week; required to cover any shifts where minimum staffing requirements are not met
Work closely with Program Manager to improve productivity and program success
Maintain a positive working relationship with all assigned Operators; work effectively with your team members and maintain positive morale and a sense of teamwork
Rely on extensive experience and judgment to plan and accomplish goals
A wide degree of creativity and latitude is expected
Calibrate between shifts to ensure all Operators are working under the same set of rules, enlistment criteria, changes, special requirements, etc
Test program changes and provide feedback to programming team as necessary
Relieve Operators of any calls that escalate out of the normal range of civility
Develop and update training schedules for new hires
Be, know and do: Be able to step into any position in the Call Center and function efficiently by sustaining the highest level of product knowledge
Set the example!
Represent iostudio in a professional manner with all client leadership, vendors and staff
Qualification
Required
Ability to type 30 wpm, research information on the Web, and talk on the phone to potential applicants and recruiters when required
Technical skills in Word, Outlook and instant messaging required
Ability to multitask with multiple communication tools in order to provide quality customer service
Effective and professional verbal and written communication skills
The ability to effectively train Operators to perform their duties is required
Ability to work effectively with other team members and maintain positive morale and a sense of teamwork
If position is under government contract: Ability to qualify for a government security clearance, as required by government contract
Citizen of the United States of America, as required by government contract
Minimum 2 years of military recruiting experience; suitable civilian sales or call center experience can be substituted
2+ years of supervisory experience within a Call Center environment
Preferred
Bachelor's degree a plus, may be substituted based on experience
2+ Experience utilizing a variety of Call Center programs, software and telephony preferred
Company
iostudio
iostudio is an award-winning marketing communications agency in Nashville, TN that combines tech and creativity to capture, convert and create positive change
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase