Share Email Opening Apply Now Title On-Site 3rd Shift Supervisor - Call Center  About the Organization Envera Systems is a rapidly growing Florida-based electronic security company with strong financial backing, advanced proprietary technology and unique solutions, specializing in live monitored, access control and active video monitoring. Envera Systems currently has branch offices in Sarasota and Coconut Creek. Envera is dedicated to creating a supportive entrepreneurial work environment for its talented, hard-working, team-oriented employees. We offer benefits that include, medical, dental, vision, 401(k) and other supplemental benefits. Ideal candidates will be highly motivated, with a positive attitude, passion for winning and commitment to excellence.   Description This position is responsible for managing and optimizing the performance of Customer Care agents to meet all quality and service level agreements requirements determined by the business. Manages a team of 10 – 20 Agents. Acting on-site manager for all escalations and decision making on floor periodically during a shift a week. * Must be able to work 3rd Shift (10pm - 7am window) Responsibilities: Management: Manage the incoming transaction and system queues to ensure the department is performing within set Service Level Agreements Manage the agents to ensure at least the required minimum number of agents are actively processing per interval Manage the performance of all agents on team, including, mentoring, coaching, and conducting annual performance evaluations. Ensure the completion of quality reviews on the gate checks and quality control log Complete transaction quality reviews on assigned agents Verify team member’s payroll entries Primary point of contact for customer escalations Ensure all agents are working as scheduled Ensure the completion of the daily process of call-ins and recruit replacement guards Maintain clean work environment Adhere to all company policies and procedures Any other responsibilities assigned by management Administration: Maintain productivity reports ( service levels as well as productivity) Ensure the completion of all incident reports   Position Requirements Minimum Requirements: Associate’s degree or equivalent 3 – 5 years supervisory experience Previous security experience - preferred (but not required) Previous Call Center experience Proficiency in Microsoft Office; specifically Outlook, Excel, Word Accuracy and Quality expertise Problem solving/ conflict resolution skills   Full-Time/Part-Time Full-Time   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   This position is currently accepting applications. Apply Now WE ALSO RECOMMEND Other Jobs Within Same Category On-Site 2nd Shift Supervisor - Call Center in Sarasota, FL Posted on: 5/17/2024 [Apply Now] On-Site 1st Shift Supervisor - Call Center in Sarasota, FL Posted on: 9/29/2023 [Apply Now] Central Station Monitoring Agent - ON SITE in Sarasota, FL Posted on: 4/14/2023 [Apply Now] Central Station Monitoring Agent - Remote in Dallas, TX Posted on: 10/12/2022 [Apply Now] Central Station Monitoring Agent - Remote in Lafayette, IN Posted on: 10/12/2022 [Apply Now] Other Jobs Within 60 Miles Field Service Manager in Sarasota, FL Posted on: 4/17/2024 [Apply Now] Sales Support Manager in Sarasota, FL Posted on: 4/12/2024 [Apply Now] Sr Financial Analyst - FP&A in Sarasota, FL Posted on: 5/7/2024 [Apply Now] Central Station Monitoring Agent - ON SITE in Sarasota, FL Posted on: 4/14/2023 [Apply Now] On-Site 1st Shift Supervisor - Call Center in Sarasota, FL Posted on: 9/29/2023 [Apply Now]

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