Call Center Supervisor Jobs

DSI Systems Inc., an Authorized AT&T Distributor Partner, has an immediate career opportunity for a motivated individual to fill one of our roles as a Call Center Supervisor in our Richardson, Texas office. You will be responsible for supervising and supporting our International Call Center partners, who support our Dallas-based National Retail Sales and assistance efforts in large national retailers across the country, for AT&T products and services including Wireless and Broadband.

As the Call Center Supervisor will be responsible for the direct daily supervision of our International Call Centers and their Retail Support Agents. You will be responsible for supervised activities including those outlined in reporting employee essential duties and responsibilities, while driving exceptional customer support phone performance.

Additional responsibilities include managing ticket stats, analyzing and improving agent phone performance, provision of guidance and direction to staff, and management. Additionally, you will ensure adherence to standard operating procedures, staff training, problem-solving and follow-up, performance monitoring, and evaluation as needed.

This is an in-office position that will report to our Richardson, Texas
Schedule: Full-time, Monday – Friday 9am – 5pm
Quarterly international travel is required
About DSI
DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners, through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.
We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, L&I, MDU, or all; we are a one-stop solution to help sales partners uncover growth opportunities.
Responsibilities

• Participate in meetings and recommend changes to policies and procedures
• Ensure compliance with company wage and hour policy, including ensuring non-exempt employees get rest and meal breaks
• Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems
• Support and enforce contact center expectations
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
• Assist direct reports with escalated issues or cases as needed
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
• Supervise the work of Retail Support Agents to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors, or problems as needed
• Assume leadership responsibility for departmental tasks and contact center activities as required
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports

Requirements

• Ability to work as a team member, as well as independently
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Bilingual Spanish is preferred but not required
• Associate degree or equivalent combination of education, technical training, or work experience considered in lieu of degree
• Ability to manage a high level of confidentiality
• International Travel
• Excellent organizational, written, and verbal communication skills
• Minimum of 2 years of experience in a call center environment required

Computer Skills

• Proficient in Microsoft Office, Word, and Excel

Benefits

• Paid training
• 50% AT&T wireless discount
• 401k Plan with employer matching
• Advancement opportunities, we prefer to promote from within!
• Employee Profit Sharing Program
• Paid vacation, personal/sick days, and bereavement time
• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period