Experienced OCC Contact Center Supervisor – Remote Work from Home Opportunity with arenaflex

Introduction to arenaflex and the Industry arenaflex is a leading private industry player, committed to delivering exceptional customer experiences through its online contact center operations. As a key player in the customer support landscape, arenaflex is dedicated to building and maintaining strong relationships with its patrons, ensuring timely delivery of business products and services, and driving overall success and profitability. The company is now seeking an experienced OCC Contact Center Supervisor to join its team, working remotely from the USA. Job Overview The OCC Contact Center Supervisor will lead and coach a team of customer support representatives, ensuring first-class patron interactions, building and maintaining patron relationships, and contributing to the overall achievement and profitability of the contact center. This role requires a self-motivated individual who can inspire others to work as a team, effectively communicate with internal and external stakeholders, and drive results through action-oriented leadership. Key Responsibilities Action Oriented (50%) : Directly organize and supervise daily operations and activities of a contact center team to achieve key performance goals, including correct and timely handling of customer transactions, monitoring partner productivity and service levels, and ensuring proper partner scheduling. Drives Engagement (20%) : Support the building and growing of a high-performance team through training, coaching, and development, providing hands-on daily training to enhance and maintain team performance, and being directly responsible for performance management processes (evaluations, mentoring, corrective action, hiring) for direct reports. Drives Results (15%) : Maintain records for individual direct reports, analyze branch results, troubleshoot operational issues, and complete team reviews as required, working with contact center managers to identify operational improvements and opportunities for contact center performance and interdepartmental partnership. Manages Conflict (15%) : Identify and analyze escalated issues, provide guidance to direct reports for resolution, serve as a point of escalation for transactions requiring enhanced information or discernment to resolve complex customer issues, and ensure timely follow-up and customer satisfaction. Direct Manager/Direct Reports This role typically reports to a Contact Center Manager and has 6+ direct reports. Travel Requirements No travel is required for this remote work-from-home opportunity. Physical Requirements Most of the time is spent sitting in a comfortable position, with the occasional opportunity to move about. On rare occasions, there may be a need to move or lift light articles. Working Conditions Located in a comfortable indoor area, with any unpleasant situations being rare and not objectionable. Minimum Qualifications Must be 18 years of age or older. Must be legally authorized to work in the United States. Preferred Qualifications Working knowledge of Microsoft Office Suite. Working knowledge of Tableau. Working knowledge of presentation software (e.g., Microsoft PowerPoint). Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract). 1+ year of previous management experience. Minimum Education The knowledge, skills, and abilities are usually acquired through the completion of a high school degree and/or GED. Preferred Education No additional education is required. Minimum Years of Work Experience 1+ year of work experience is required. Preferred Years of Work Experience No additional years of experience are required. Minimum Leadership Experience No minimum leadership experience is required. Preferred Leadership Experience No preferred leadership experience is required. Certifications No certifications are required. Competencies Action Oriented. Collaborates. Drives Engagement. Communicates Effectively. Customer Focus. Drives Results. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As an OCC Contact Center Supervisor, you will have access to training and development programs, opportunities for career advancement, and a supportive team environment that encourages collaboration and innovation. Work Environment and Company Culture arenaflex is dedicated to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on a foundation of respect, empathy, and open communication, and we strive to create a workplace where everyone feels valued, supported, and empowered to succeed. Compensation, Perks, and Benefits arenaflex offers a competitive salary range of $16 to $20 per hour, as well as a comprehensive benefits package that includes health insurance, retirement savings, and paid time off. We also offer a range of perks and incentives, including opportunities for professional development, recognition and reward programs, and a supportive team environment that encourages work-life balance. Conclusion If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for the OCC Contact Center Supervisor role at arenaflex. With its commitment to customer excellence, employee growth and development, and a positive and inclusive work environment, arenaflex is the perfect place to take your career to the next level. Apply now and join our team of dedicated professionals who are passionate about delivering exceptional customer experiences. Apply! Apply for this job