Call Center Supervisor

JOB TITLE: Call Center Supervisor FLSA CLASSIFICATION: Hourly - Non-ExemptPOSITION SUMMARY: Everything we do is in support of business owners. We offer outsourced benefits, HR, risk management, payroll administration, and recruiting to small-and medium-sized businesses. We combine expert knowledge with industry-leading solutions allowing business owners to focus on their core business while building stronger companies.The Barrett Business Services Inc (BBSI) call center includes a team of appointment setters who contact small business leads to provide a meeting opportunity for our sales team to conduct a discovery meeting. The discovery meeting identifies prospective clients.The Call Center Supervisor will oversee the Appointment Setters in areas of scheduling and timekeeping, payroll review, rule adherence, and quality and production feedback.This is an in-office position in a BBSI facility.REPORTING RELATIONSHIPS: This position reports to the Director of Revenue Operations and works in partnership with other call center support employees and BBSI subject matter experts.DUTIES AND RESPONSIBILITIES:· Works across a specific geographic territory to identify and hire Appointment Setters while contributing to reach and exceed monthly appointment goals· Executes phone calling, objection handling and probing techniques to target prospects to set appointments· Monitors calls and provides feedback and training to appointment setters· Maintains schedule and timekeeping for appointment setters, providing reports to the payroll specialist for processing each week· Works 40 hours per week on site during the hours of 7am to 6pm· Uses provided technology and equipment to execute high volume calling· Performs other duties and responsibilities as assignedCORE TRAITSCOMPETENCIES:· Proven supervisory skills in a call center or high employee volume environment· Clear, articulate, positive phone voice· Ability to listen and respond to objections· Drive and determination to be successful· Persistence and tenacity with ability to stay focused and driven· Highly ethical· Written and verbal communication skillsPREFERRED REQUIREMENTS:· Goal-oriented, motivated self-starter, with capacity and drive to reach and exceed goals· Ability to work independently and work with others with a positive, persistent style· Ability to effectively communicate standard procedures and to identify opportunities for change· Experience with dialing software and other lead generation applications is a plus but not requiredQUALIFICATIONS:· 3-5 years experience in a shift lead or supervisory role· Call center or high-volume supervision is essential· High School diploma or equivalent· Experience with Microsoft Office SuiteSALARY AND OTHER COMPENSATION:The starting pay range for this position is $33-$38 per hour. Factors which may affect starting pay within this range may include geography, skills, education, experience, certifications, and other qualifications of the candidate.This position is also eligible for incentive pay in accordance with the terms of the Company's plan.Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, health savings account, flexible savings account, dental insurance, vision insurance, 401(k) retirement plan, accidental death and dismemberment, life insurance, voluntary life insurance, voluntary disability insurance, voluntary accident, voluntary critical care, voluntary hospital indemnity, legal, identity and fraud protection, commuter benefits, pet insurance, employee stock purchase program, and an employee assistance program.Paid Time Off: 40 hours of paid sick leave annually (additional sickfront loadingaccrual, if any, based on state or regional requirements); vacation accrues up to 80 hours in the first year, up to 120 hours in years 2-4, and up to 160 hours in the fifth year; 6 paid holidays annually, 4 paid volunteer days annually.Diversity and Inclusion are critical parts of our corporate culture. BBSI strives to create a workplace where everyone feels included and empowered to bring their full, authentic selves to work, and is treated fairly. BBSI is an equal opportunity employer and makes employment decisions on the basis of merit.

Created: 2025-02-21