FCR recommends that you use Google Chrome for the best candidate experience. Don't have Google chrome? Click Here.

Team Supervisor

    • Job Tracking ID: 512305-507585
    • Job Location: Independence, ORE
    • Job Level: Management
    • Job Type: Full-Time/Regular
    • Date Updated: November 30, 2017
    • Years of Experience: 2 - 5 Years
    • Starting Date: March 28, 2016
    • Salary: 28,600.00 to 35,000.00(0) USD
Invite a friend
facebook LinkedIn Twitter Email

Job Description


The Team Service Supervisor is one of our key leadership roles that helps support and coordinate many aspects of our client programs.  The Team Service Supervisor supports forecasting, staffing, reporting, quality measurements, data processing, floor operations, training, quality and hiring. The Supervisor has indirect accountability for a client program in one of our centers, with representative headcount of up to 25 FTE.


  • ·Support client program staffing, capacity planning, training, quality and reporting.
  • ·Communicate program results and wins on a regular basis throughout the organization.
  • ·Hold regular lunch and learn meetings to ensure all team colleagues are updated current and new program requirements.
  • ·Analyze daily results, and make recommendations to Leadership on program enhancements, changes in direction, and recommend new service offerings.
  • ·Perform touch-quality calls with Program Manager as a measure toward superior client program satisfaction.
  • ·Serve as point of escalation for client program concerns.
  • ·Submit feedback for monthly to Leadership.
  • ·Support Community Events inspiring others to be service minded.
  • ·Serves as subject-matter-expert in meetings/presentations/site visits in order to assist in improved client program relationship.
  • ·Participate with Program Manager in organizing and leading client program business reviews and presentations.
  • ·Support team colleagues by reviewing their performance and/or other appropriate information to assess performance trends and recommend solutions for improvement.
  • ·Mobilize and inspire the client team colleagues to provide optimum service to the client.
  • ·Attend weekly all-OPS meeting.
  • ·Coach team colleagues and serve as key contact for members providing a supportive and safe environment.
  • ·Assist in selecting, training, developing, and managing performance of non-exempt direct reports; providing prompt and objective coaching and counseling.
  • ·Help coordinate, plan, and assign work for team in accordance with the organization’s policies and applicable legal requirements.
  • ·Lead by example and represent the company core values at all times.

Experience and Skills


•Excellent time management and organizational skills.
•Adaptability to an ever-changing environment.
•Desire to make a difference with the colleagues you help to supervisor.
•Collaborate with Leadership to help support the FCR culture.
•Flexibility in work schedule as needed.
•A minimum of 2 years call center experience in a leadership role.