Epsilon, Inc.

Weaverville, NC

Call Center Supervisor - Work From Home - Must be US Citizen

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Call Center Supervisor

Security Clearance required: Must be able to obtain a Public Trust clearance
US Citizenship Required
Location: based out of Weaverville, NC but will be fully work from home
URL:  [ Link Removed ]

Position Summary: Epsilon has a need to hire up to five Call Center Supervisors, who will take on the daily operations management of a remote Call Center. The Call Center Supervisors will supervise up to 20-30 remote staff members each including monitoring, coaching, and motivating the call center staff to develop appropriate skills and competencies. The Supervisors will foster the attitudes, conditions, and environments that motivate staff toward achieving results. Will stay up-to-date on any new developments to the project, communicates those changes to the staff, and ensures comprehension and compliance.

You will be directly supporting those in need of financial assistance due to the hardships of the pandemic.

We have full-time positions available in 8-hour shifts, between 9 am and 9 pm Eastern Time, Monday through Friday, with no holidays, or weekends. Expect a high volume and fast-paced inbound/outbound call center environment.


Position Responsibilities:
  • Monitors, coaches, and supports incentive programs to motivate staff towards achieving results; supports staff development of call handling skills. Provides leadership and direction while maintaining team morale.
  • Ensures staff performance, quality, productivity and attendance standards are met; posts statistics as appropriate. Follows up by monitoring progress and results and taking appropriate counter measures.
  • Encourages continuous improvement; involves others in planned process improvement efforts and measures; encourages/coaches individuals to follow a systematic improvement process.
  • Participates as a member of the supervisory team, cooperates with peers to build consensus and share responsibilities.
  • Contributes to discussions, actions, and projects and helps resolve indifference or conflicts by identifying common ground and exploring potential solutions.
  • Assists human resources by interviewing prospective candidates and processing voluntary and involuntary terminations.
  • Maintains attendance records, processes employee paperwork, submits payroll information as required and to support administration in an accurate and timely fashion.
  • Provides meeting leadership, management, and facilitation; prepares for meetings in advance and follows up with a complete meeting record to participants.
  • Supports department projects as needed including any special assignments/working hours.
Essential Skills, Experience, and Certifications:
  • US Citizenship is a requirement of this position in accordance with [ Link Removed ]
  • Must be 18 years of age or older.
  • To be eligible to work-from-home Call Center Supervisors must have a high speed internet connection (FCC defines High Speed Internet as 25 Mega-Bits Per Second (Mbps) minimum download speed and 3 Mbps upload speed)
  • Four or more years of customer service experience
  • Must have supervisory experience in a call center
  • Experience working with organizational functions and personnel
  • Experience working with fax machines, computer software, and telephone technology
  • Experience working with help desk software
  • Good business and analytical problem-solving skills
  • Strong communication skills
  • Ability to work independently
  • Ability to follow oral and written directions
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Physical Demands: While performing the duties of this job, this position requires the ability to sit for potentially long periods of time throughout the workday. Hearing sufficient to understand conversations, both in person and on the telephone. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components for potentially long periods of time without experiencing abnormal hand, wrist, or eye strain. Occasional inspection of cables in floors and ceilings. Lifting and transporting moderately heavy objects, such as computers and peripherals. Must be able to lift up to 50 pounds.
  • Work Environment: Includes a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards. Local, regional, and national travel may be required.
Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses
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Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets.
Please click  [ Link Removed ]  to review your rights under EEO policy. 
If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone [ Phone number blocked ] or by email  [ Link Removed ] .