Job Description

Job Description

Working Supervisor - Onsite Only

Job Description

Title: Working Call Center Supervisor - Onsite

Would you like to be a call center supervisor? Have you have been in a situation where you had all of the responsibilities of a supervisor, but never received the recognition for your efforts?

This is your chance to be THE supervisor for an entire call center.

Magellan Solutions USA is a veteran-owned Call Center and BPO company with a track record of performance. To meet future contractual needs, Magellan is actively recruiting for a full-time Call Center Supervisor opportunity for a Federal client. This position will supervise a 24/7 call center with a team of at least 5 employees. Note: This working supervisor position requires managing call queues and taking calls as needed.

Advantages of this position include:

• Full benefits including healthcare, 401K and Paid time off.
• A staffing team is available to assist you in hiring new staff as needed
• Multi-year contract

Key requirements for this position include:

1. Must be a US Citizen and have a Real ID.
2. One (1) or more years of call center experience.
3. Six or more months of call center supervisory experience.
4. Ability to regularly interface with Magellan and client management
5. Workforce management experience including setting schedules, establishing and maintaining performance requirements, timecard review and submission, and maintaining employee morale and discipline
6. Experience onboarding, training and managing call center service representatives
7. Experience with Key Performance Indicators (KPIs) including Abandonment Rate, Average Time to Answer and Average Handle Time.
8. Experience with Microsoft Office software including Word, Excel, Outlook and Teams.
9. Experience with payroll systems such as ADP is a plus.
10. Experience with Cisco, Nortel or other Call Center software is a plus.
11. Strong written and verbal communication skills.

We encourage veterans to apply.

You must be able to pass a detailed background check.

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