THE TEAM YOU WILL BE JOINING:
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- Highly respected and known for being an industry leader in their market
- Aggressive growth over the last several years both organically and through acquisitions
- Consistently ranked as one of the top employer’s in Charlotte region
- Very strong leadership team; open door policy with lots of energy and ideas
WHAT THEY OFFER YOU:
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- Opportunity to lead strategic HR projects tied to system configurations, process redesign, and people readiness
- Culture of learning and a company philosophy of "get it done"
- A collaborative, team-oriented environment with supportive leadership that prioritizes team success and shared goals
Location:
Fort Mill, SC – ONSITE ROLE
Hours:
2 nd shift: 12 PM – 9 PM, Monday – Friday
Responsibilities:
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- Supervise daily operations of the call center team, ensuring consistent achievement of performance metrics including call quality, response times, and customer satisfaction.
- Coach, mentor, and develop frontline representatives through regular feedback, performance reviews, and training sessions.
- Monitor call center systems and dashboards in real-time to manage queues, reassign resources, and maintain service level agreements (SLAs).
- Handle escalated customer issues with professionalism and urgency, driving resolution and continuous improvement in service delivery.
- Maintain and enforce adherence to call center policies, procedures, and compliance standards.
- Generate and analyze performance reports to identify trends, develop action plans, and present insights to leadership.
The Background that Fits:
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- 3–5 years of experience in a high-volume call center environment, with at least 2 years in a leadership or supervisory role.
- Proven track record of improving team performance, customer satisfaction, and operational efficiency.
- Strong interpersonal and communication skills, with the ability to motivate and coach diverse team members.
- Familiarity with call center technologies (e.g., CRM systems, telephony platforms, workforce management tools).
- Ability to thrive in a fast-paced, metrics-driven environment with a focus on results and accountability.
- Ability to work a 2 nd shift, 12 PM – 9 PM, Monday – Friday
#LI-KJ1
#Onsite
