Job Summary: Supervises a team of contact center employees in order to produce successful results, as
set forth in applicable Company policies and procedures.
Essential Duties and Responsibilities:
· Positively Impact Sales Performance
· Positively Impact Attendance
· Positively Impact Quality
· Positively Impact Morale
· Supervisory Responsibilities: Directly supervises a team of 10-30 contact center employees.
Carries out supervisory responsibilities in accordance with ReminderMedia, Inc.
(“ReminderMedia”) and customer policies and procedures as required by applicable regulations
and law.
· Responsibilities of the Supervisor 2 - Intermediate Level include:
o May participate in interviews and contribute to hiring decisions for contact center team
members with support from senior contact center management and personnel from
Human Resources.
o Coaches, trains, and develops direct reports with support from senior contact center
management.
o Writes and administers formal performance appraisals and periodic reviews of
goals/objectives, according to schedule with support from senior contact center
management as needed.
o Motivates his or her team of contact center employees to improve performance through
the development and implementation of innovative individual and team-based
recognition ideas.
o With support from the Human Resources Department, assesses the need for, and
recommends/conducts formal performance appraisals, periodic reviews of
goals/objectives, routine or on-the-spot coaching, progressive discipline, and
terminations, as applicable for his or her team.
o Plans and organizes daily work for his or her team of contact center employees. Will
promptly review, correct and approve team member daily time reports.
o Initiates and implements appropriate actions to ensure his or her team is working in
compliance with the Company’s quality, productivity and retention standards, with
support from senior contact center management as needed.
o Plans and conducts periodic team communication meetings.
o Establishes and maintains positive relationships with applicable customer representatives.
o Proactively, identifies, resolves, and escalates concerns (employee, system, or customers)
as needed, with support from senior contact center management as needed.
o Ensures his or her team operates in compliance with relevant Company and regulatory
guidelines, with support from the Huma Resources Department and senior contact center
management as needed.
o In order to effectively manage his or her team, the Supervisor must maintain regular and
acceptable attendance at such levels as determined at ReminderMedia’s sole discretion.
The employee must be available and willing to work on-site and for such hours per day or
hours per week as ReminderMedia determines is necessary or desirable to meet its
business needs.
o Other duties as assigned.

Job Type: Full-time

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

Schedule:

8 hour shift
Monday to Friday

Supplemental pay types:

Bonus pay
Commission pay

Work Location: Remote

ReminderMedia

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