Operations Supervisor in Denver, CO at Startek

Date Posted: 11/23/2022

Job Snapshot

  • Employee Type:
  • Location:
    Denver, CO
  • Job Type:
  • Experience:
    1 to 2 years
  • Date Posted:

Job Description

Startek is a global leader in providing new-age customer experience solutions. We deliver deeper relationships through better insights and outcomes for our partners. We have 46 locations in 13 countries, with over 40,000 employees managing almost half a billion customer interactions every year for over 150 clients in different industries. We have current opportunities in our work from home bi-lingual programs as well as our traditional onsite brick and mortar locations. If you are looking for that next unique career opportunity, we are looking for our next Brand Champions! Let’s do this together!

Position Summary: Responsible for day-to-day coaching of Engagement Specialist who deal with customer inquiries by phone, in writing or other customer contact venues.  Works with leadership teams to identify problems and improve customer service levels.  Communicates company and unit policy, procedures and practices either orally or in writing to staff, customers, other departments, and/or senior leadership.  Resolves routine and/or escalated customer service problems.  Responsible for ensuring staff has the appropriate level of formal and/or on-the-job training to effectively perform the duties/responsibilities of their job.  Coaches staff to improve business factors such as; customer service levels, sales performance, call quality, hold time and availability.   Writes and conducts performance evaluations; may assist in employment decisions and setting performance goals and objectives; may suggest methods to improve customer satisfaction.

Essential Duties & Responsibilities:

  • 30% - Coaches a team of 10-20 Engagement Specialists.  Coaches and develops team in all areas of performance including, but not limited to quality, quantity, productivity and attendance. 

  • 20% - Monitors individual calls and provides feedback regarding quality and call handle time

  • 10% - Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved.

  • 10% - Writes and conducts performance evaluations, may assist in the employment decision, sets performance goals and objectives and provides Engagement Specialist pay rate decisions to each team member during the salary increase process.

  • 10% - Manages employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed.

  • 10% - Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions.

  • 5% - Handles escalated customer issues and works directly with customers to bring about resolution in a timely and efficient manner.

  • 5% - May perform other related duties and responsibilities as assigned and/or required.

Why Startek?

We provide a unique culture experience for our employees that evolves each day. It is our goal to ensure our employees are self-paced productive business partners, creating an inclusive culture of diversity, understanding, engagement and opportunity. Working at Startek is a partnership and the gateway to career advancement!

As an employee you will receive:

  • Paid virtual training

  • Continuous development through coaching and self-paced career directed course trainings

  • Promotion opportunities

  • Medical, Dental and Vision benefits after 60 days of successful employment

  • 401K and Stock plan participation

  • Paid time off to enjoy time with friends and a family

  • We also have employee perks and discounts with national program, community engagement programs such as our WIN program which helps support our own Startek employees when in need. This is an opportunity for you to be a business partner, contributing to a culture of diversity, inclusion, understanding, engagement, solutions, and opportunity.

Startek is an equal opportunity employeer

Job Requirements

Work from Home Equipment You Will Need

  • High speed internet with a minimum speed of 20Mbps download and 10Mbps upload

  • Ethernet cable connection (no wi-fi)

  • Personal desktop or laptop computer with Windows 10 Operating System, minimum of 2 core processor with 2GHz processor speed and at least 8GB RAM

  • USB headset with microphone

  • Webcam

  • This is a remote position

Job ID: HR20221103


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