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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and supervisory skills in managing call center operations, with a focus on coaching, quality assurance, and process improvement. Proficient in utilizing Microsoft Suite and tax software to enhance team performance and customer support.
Highest-signal resume keywords
Call Center SupervisionQuality Assurance MonitoringMicrosoft Suite ProficiencyTax KnowledgeCoaching and Mentoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Call Center OperationsQuality AssuranceTimecard ReconciliationBusiness Process ImprovementCustomer SupportTechnical TroubleshootingTraining Material DevelopmentSystem ReportingPerformance TrackingB2C/B2B Experience
Soft Skills
Excellent Communication SkillsAttention to DetailProblem-Solving SkillsTime Management SkillsTeam Player
Tools & Technologies
Microsoft TeamsMicrosoft SharePointMicrosoft OneNoteTax SoftwareDesktop ApplicationsBrowser-Based Applications
Industry Keywords
Remote Call Center ExperienceCustomer Escalation ManagementAgent Performance MonitoringFlexible SchedulingPositive Work Environment
About the role
Key responsibilities & impact- Assist management with leading daily operations in a fast-paced environment
- Supervise, coach, and assist contractor, seasonal, and permanent agents
- Provide weekly one-on-one progress tracking and mentoring/coaching sessions
- Monitor live phone calls and chats and provide immediate feedback and coaching
- Monitor agent schedules for adherence
- Reconcile timecard data to production data and process bi-weekly timecards
- Monitor quality assurance and suggest queue/staffing adjustments to meet service levels
- Run system reports and monitor live queues for appropriate handling and avoidance behaviors
- Communicate performance expectations and trending issues to management
- Suggest business process improvements based on call/chat monitoring
- Facilitate new-hire training
- Review, edit, and help create training materials with Learning & Development
- Assist agents with technical, operational, product, and navigation questions
- Perform quality assurance of agent interactions
- Propose knowledge-base responses based on customer interactions
- Provide customer support in compliance with established processes and metrics
- Handle customer escalations and concerns
- Research and troubleshoot customer issues
- Manage support operations and processes for agents
- Inspire team members with positivity and leadership
- Receive and apply management feedback
- Perform additional duties as needed
Requirements
What you’ll need- 2–3 years of remote call center supervisory experience or equivalent experience preferred
- Experience using tax software preferred
- Basic tax knowledge required
- At least 2 years of Microsoft Suite experience, including Teams, SharePoint, and OneNote
- Knowledge and work experience with desktop and browser-based applications a plus
- B2C or B2B experience a plus
- Excellent written and verbal communication skills
- Attention to detail
- Ability to multitask
- Ability to adapt quickly and positively to change
- Strong problem-solving skills
- Excellent time management skills
- Resilient, dedicated team player who helps maintain a positive work environment
- Flexibility with scheduling across days, nights, and weekends
Benefits
Comp & perks- Full-time seasonal employment
- Equal opportunity employment
- Supportive, open, and inclusive atmosphere
- Disability accommodation assistance during the hiring process