OCSS Transcosmos is looking for a Supervisor in Sacramento, CA. The Supervisor is responsible for the efficient and profitable operation of the unit and maintaining the service standards of quality service. Responsibilities: • Develops and implements new sales initiatives, strategies, and programs. • Creates/encourages an atmosphere that fosters teamwork and world class customer service. • Creates, maintains, and reports department metrics for tracking of necessary key performance indicators. Reviews data for anomalies and determines reasons for these anomalies. • Works with Quality Assurance (“QA”) to ensure the highest level of customer service is met through call quality review programs. Develop a coaching program to enhance the quality of services. • Administers company policies, procedures, and service standards. Communicates changes to staff and customers as necessary. • Coaches team leaders to provide a fair and consistent workplace for the contact center team. • Coordinates staff development opportunities with the training department. Ensures subordinate leadership team has growth opportunities and career path, with direction to do so successfully. • Works in conjunction with QA to regularly monitor team telephone and e-mail response times to ensure quality service is provided. • Meets regularly with direct staff and provides annual appraisals for all subordinates. • Actively participates in recruiting of employees. Develops existing staff to prepare them for higher levels of responsibility. • Manages office facilities including ordering supplies, maintaining kitchen and break areas, plus assisting with maintenance of office equipment. Qualifications: • Must be 18 years or older • Bachelors or related experience • 3-5 years managing a call center • Professional and positive attitude • Problem solver • Ability to show patience and compassion towards customers • Regular, predictable attendance is required • 24/7 call center operation • Must have open availability for all days of the week • Open availability required for all holidays • Compensation: DOE Compensation: $32,000 - $40,000 yearly

• Develops and implements new sales initiatives, strategies, and programs. • Creates/encourages an atmosphere that fosters teamwork and world class customer service. • Creates, maintains, and reports department metrics for tracking of necessary key performance indicators. Reviews data for anomalies and determines reasons for these anomalies. • Works with Quality Assurance (“QA”) to ensure the highest level of customer service is met through call quality review programs. Develop a coaching program to enhance the quality of services. • Administers company policies, procedures, and service standards. Communicates changes to staff and customers as necessary. • Coaches team leaders to provide a fair and consistent workplace for the contact center team. • Coordinates staff development opportunities with the training department. Ensures subordinate leadership team has growth opportunities and career path, with direction to do so successfully. • Works in conjunction with QA to regularly monitor team telephone and e-mail response times to ensure quality service is provided. • Meets regularly with direct staff and provides annual appraisals for all subordinates. • Actively participates in recruiting of employees. Develops existing staff to prepare them for higher levels of responsibility. • Manages office facilities including ordering supplies, maintaining kitchen and break areas, plus assisting with maintenance of office equipment.