The Phillip Charles Group

Oversee call center operations including staffing, training, performance monitoring, and process improvements. | Requires 6-8 years supervisory experience in call center, strong communication, organizational, problem-solving, and customer service skills. | Responsibilities • Oversees planning and execution of service-related projects, coordinating with internal teams and external partners to ensure smooth operations. • Manages day-to-day contact center activities, including performance monitoring, issue resolution, staffing, training, and process improvements. • Utilizes various company systems and resources to address complex inquiries, support project launches, and provide guidance on recurring or escalated issues. • Prepares regular updates and reports, contributes to policy and workflow enhancements, and maintains up-to-date knowledge of ongoing programs. • Supports team coverage needs, follows workplace standards, and performs additional assigned duties as required. • Some flexibility in schedule and work location may be necessary. Qualifications • Minimum high school diploma, GED, or equivalent required. • Associates degree desired. Required Skills • Needs to have 6-8 years’ experience in a supervisory position in a call center environment. • Strong written and verbal communication, organizational, and problem-solving skills are essential. • Strong customer service skills and experience troubleshooting. • Previous experience training and supporting customers. Pay range and compensation package Salary based on experience, $85-$90K