Call Center Supervisor at Hydromax USA

Job Title: Call Center Supervisor

Location: Flower Mound, TX

Compensation: $24-28/hr DOE

About Hydromax USA

Since 2003, Hydromax USA has been a leader in advanced field services and solutions that empower utilities to make the most of their infrastructure investments. Our work is dedicated to improving the safety, sustainability, and reliability of the nation’s energy assets and natural resources. We employ smart, passionate people that solve complex problems using the most innovative suite of solutions available. By seamlessly connecting people, processes, and technologies, our team creates a digital environment that verifiably improves and modernizes the operations of our utility partners. We believe that our clear mission makes the world a better place: understand the present and protect the future.

Position Summary

The Call Center Supervisor is responsible for overall management and performance of call center operations. This role requires a person with strong leadership and a proven track record in customer service, team management and process improvement. The ideal candidate would possess an analytical mindset and a passion for driving operational efficiency. They would also work to develop, implement and audit policies and procedures related to the flow of information and the operational systems used. They will also foster a collaborative work environment through training, coaching, and development.

Primary Responsibilities

• Oversee the daily operations of the call center which includes staffing, scheduling, quality assurance, and performance management.
• Ensure exceptional customer service by setting clear performance expectations and providing ongoing training and coaching.
• Manage department work schedules, ensuring appropriate coverage and administrative/dispatch functions are adequately staffed.
• Implement and manage automated scheduling software to optimize workforce utilization and minimize labor costs.
• Ensure compliance with Client’s requirements by implementing and enforcing policies, procedures, and security standards for operations functions.
• Identify opportunities to enhance operational efficiency and reduce costs through process optimization, automation, and technology implementation.
• When required, work with the IT department to resolve hardware and/or software issues with vendors.
• Monitor team performance, evaluate work, and implement developmental/corrective actions to improve customer satisfaction and staff productivity.
• Support staff through troubleshooting and resolving escalated customer issues, providing timely and effective solutions.
• Prepare and analyze reports to identify areas for continued improvement and inform strategic decision making.