Call Center Supervisor - Operations DHS

HireRight

  • Tulsa, OK
  • Permanent
  • Full-time
  • 7 days ago
About HireRightHireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.OverviewThe Supervisor of Operations is responsible for the daily production of a team of employees whose primary responsibilities include entering and reviewing reports for accuracy to ensure that the company’s quality assurance standards and client guidelines are continuously met.ResponsibilitiesResponsible for team’s adherence to time service, quality and production goal requirements; provide leadership to team members in meeting these SLAs
  • Collect and compile data using daily/monthly operational reports and
spreadsheets * Review and approve client specific guidelines to ensure compliance withdepartment’s procedures * Follows policies and procedures and works with management to implementenhancements; completes tasks correctly and on time; supports organization's
goals and values. Understands business implications of decisions; displays
orientation to profitability. Leads team to compliance with policy and procedure. * Manages and resolves difficult customer situations and escalates tomanagement, Account Managers and Sales as appropriate; responds promptly
to customer needs; solicits customer feedback to improve service; works with
integrity and in an ethical manner; maintains confidentiality of colleague and
customer information and coaches team to do the same. * Conduct periodic performance and career path discussions in accordance withHireRight guidelines to coach team members to maximize performance and
achieve career goals; escalates performance issues to management and
Human Resources as appropriate * Successfully work cross-functionally to achieve goals.
  • Communicates changes and progress; completes projects on time and within
budget. Able to establish effective relationships and communications, both
internally and externally, with persons of all backgrounds and organizational
levels * Focuses on solving conflict. Accepts responsibility for his/her own performanceand demonstrates the capability to assist other team members in reaching
success within the organization and contributes to building a positive team
environment * This team manages 6 phone queues - call queue management or call-canter experience is a preferred.QualificationsEducation: High School diploma or GED requiredExperience:
  • Minimum two (2) years related experience in a supervisory role is preferred
  • Proven track record of coaching and mentoring employees to success
  • nternal candidates will be considered based on their successful performance
with their responsibilities within the company * Training and education on federal (FCRA) and state reporting regulations,product turnaround time, public access to court information, employment law
and privacy rights preferred. * The Supervisor will be expected to have a working knowledge of FCRA within90 days of hire.Knowledge & Skill:
  • Has knowledge of sub-unit or sub-function as well as technical discipline.
  • Has basic understanding of the roles of the relevant groups within the function
or business unit. * Has basic supervisory knowledge and skills.What do we offerHireRight offers a competitive benefit package which includes:
  • Medical
  • Dental
  • Vision
  • Paid Life/AD&D Insurance
  • Voluntary Life Insurance
  • Short & Long Term Disability
  • Flexible Spending Accounts
  • 401K
  • Generous Vacation and Sick Program
  • 10 Paid Holidays
  • Education Assistance Program
  • Business Casual Attire
  • Generous Referral Program
  • Employee Discounts and Rewards
  • And much more!
*All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.HireRight, LLC is an Equal Opportunity Employer
Minorities / Females / Veterans / DisabilitiesHireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement feeThis job description in no way states or implies that these are the only duties to be performed by a team member’s occupying this position. Team members may be required to perform other related duties as assigned, to ensure workload coverage. Team members are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. This job description does not constitute an employment agreement between the employer and team member and is subject to change by the employer as the organizational needs and requirements of the job change. This job description is subject to change at any time.

HireRight