Job type full-time
Full job description
Our contract supervisors are independent contractors for a limited engagement, typically under 1 yearThey are primarily responsible for managing a team of remote home service partners, although they may help from time to time in other areas.
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.
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
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.
Inktel will pay bi-monthly via direct deposit based upon the compensation rate established in the contractor agreement.
Minimum pc requirements
Dual core 1.2 ghz or better
Intel core i3 or amd ryzen 3 or better
40 gb or more of available space
100 gb or more of total space
4 gb of ram minimum
8 gb or ram or better is preferable
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
1280 x 1024 (sxga) screen resolution
1920 x 1080 (full hd or 1080p)
Usb headset with microphone
Jpl tt3 evo binaural headset (headband + boom) with tough case and jpl bl-053+p
Jpl usb 2.0 universal bottom lead with volume and mute function
High grade usb noise cancelling headphone available on amazon or any other retailer
Integrated or usb camera with 1080p resolution or higherPlease note that camera models will varyPlease make sure the cameras are compatible with windows 10Available on amazon or any other major retailer.
Dual monitors may be required on some client programs
Minimum software requirements
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 10 mpbs download / minimum 6 mpbs upload
Internet connection must not be shared with more than 3 devices in the same location
Maximum latency threshold
120 milliseconds (ms)
Equal opportunity employer/protected veterans/individuals with disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicantHowever, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information41 cfr 60-1.35(c)