Remote Contact Center Supervisor – 1099 Contractor Indianapolis

Published
January 13, 2021
Location
Indianapolis, IN
Category
Job Type

Description

Our Contract Supervisors are Independent Contractors for a limited engagement, typically under 1 year. They are primarily responsible for managing a team of 20 remote home service partners, although they may help from time to time in other areas. 

Responsibilities:

  • Lead a team of 15-20 home service partners; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
  • Model Inktel’s Passion for People in every interaction.
  • Implement strategies to manage attrition.
  • Oversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are met.
  • Communicate key messages effectively to ensure that your team is well informed about issues that may impact them or their customers.
  • Prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues.
  • Develop and audit quality assurance strategies to ensure the delivery of world-class service.

Qualifications

  • 1-3 years of remote contact center operations management
  • 2-5 years of contact center or customer service experience with a minimum of two years in a leadership/management role
  • Driven by delivering results
  • Professional demeanor, put together
  • Dependable and consistent
  • Thrives in a fast-paced environment with changing priorities and goals
  • Empathetic and active listening
  • Excellent communication skills: concision and clarity
  • Passion for coaching, providing feedback and developing talent
  • Positive outlook and enthusiastic attitude

Equipment

  • Inktel will create the necessary credentials for access to systems in order to perform essential job functions.
  • Inktel will not be providing any hardware or other equipment. The Contract Supervisor will provide their own devices (primarily phone, computer, internet connection, among others) to perform their recruitment services.
  • Technology requirements - see below.

Compensation

  • Inktel will pay bi-monthly via direct deposit based upon the compensation rate established in the contractor agreement.

TECHNOLOGY REQUIREMENTS:

Minimum PC Requirements

CPU Speed

  • Dual Core 1.2 GHz or better
  • Intel Core i3 or AMD Ryzen 3 or better

Hard Drive

  • 40 GB or more of available space
  • 100 GB or more of total space

Memory

  • 4 GB of RAM minimum
  • 8 GB or RAM or better is preferable

Operating System

Minimum Monitor and Accessory Requirements

Monitor*

  • 1280 x 1024 (SXGA) screen resolution
  • 1920 x 1080 (Full HD or 1080p)

USB Headset with Microphone

  • JPL TT3 Evo Binaural Headset (Headband + Boom) with Tough Case and JPL BL-053+P JPL USB 2.0 universal bottom lead with volume and mute function

Camera

  • Integrated or USB Camera

*Dual monitors may be required on some client programs

Minimum Software Requirements

Google Chrome**

  • Latest version of Google Chrome for Windows

**Certain client programs may require specific versions of Microsoft Internet Explorer

Minimum Internet Connectivity Requirements

Standard Connection / Speed

  • Hard-wired connection (no wireless)
  • Minimum 10 Mpbs download / Minimum 5 Mpbs upload
  • Internet connection must not be shared with more than 3 devices in the same location

Maximum Latency Threshold

  • 120 milliseconds (ms)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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