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Call Center Supervisor in Orlando, FL at On Call International

Date Posted: 5/25/2018

Job Snapshot

Job Description

Position Summary:

Acting as a leader and mentor and working with the Operations Senior Management, provides support and guidance to Supervisors, Assistance Coordinators (AC) and Customer Service Representatives (CSR). Directs the flow of work in the Global Response Center in order to best provide world-class service to our Partners and Customers. Works closely with the Operations department will ensure timely and accurate execution of all company and department specific functions.

Working closely with Operations Senior Management, ensures timely and accurate execution of all company and department specific functions. Builds and maintains a team environment, develops an assigned team, maintains company quality standards, encourages “out of the box” thinking, develops the AC/CSR knowledge and skills to their fullest potential while encouraging and demonstrating the On Call Way.


  • Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identify and evaluate state-of-the-art technologies; define user requirements; establish technical specifications, and production, productivity, quality, and customer-service standards; contribute information and analysis to organizational strategic plans and reviews.
  • Develop call center systems by developing customer interaction and voice response systems and voice networks; design user interfaces; develop and execute user acceptance test plans; plan and control implementations.
  • Maintain and improve call center operations by monitoring system performance; identify and resolve problems; prepare and complete action plans; complete system audits and analyses; manage system and process improvement and quality assurance programs; install upgrades.
  • Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicate job expectations; plan, monitor, appraise, and review job contributions; plan and review compensation actions; enforce policies and procedures.
  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; review professional publications; establish personal networks; benchmark state-of-the-art practices; participate in professional societies.
  • Accomplish organization goals by accepting ownership for accomplishing new and different requests; explore opportunities to add value to job accomplishments.
  • Monitor and audit team member work product and call stats providing monthly feedback on established metrics for success. This activity will lead to timely completion of quarterly performance appraisals.
  • Assist employees in identifying personal developmental and training needs and assess available resources.
  • Adhere to company policies and procedures as outlined by Operational Management and detailed in the Employee Handbook.
  • Stay abreast of company and departmental policies and procedures through staff meetings, department and/or company communications and on-going training.
  • Communicate company policies and procedures in a consistent manner and monitor adherence.
  • Encourage employees to utilize their resources efficiently and productively, and stay current with all company information.
  • Resolve routine personnel problems following company policies and procedures.
  • Demonstrate a positive attitude, professionalism in all contacts and support for the Company’s vision and mission.
  • Take part in self-assessment and goal setting, and work on developmental opportunities as identified. Share ideas for continuous improvement.
  • Participate in and respond to coaching and development, including feedback and performance assessment. Voice opinions and idea in a constructive manner.
  • Perform additional related responsibilities as requested.


Job Requirements

Position Knowledge, Skills, and Requirements:


  • Bachelor’s degree or a related field or the equivalent education and/or experience


  • Minimum of six years of relevant and progressive professional experience


  • Proven leadership capabilities
  • Proven ability to multi task and work well under pressure maintaining a professional demeanor
  • Understanding of company vision and devotion to developing positive, successful and interactive customer and partner relationships
  • Ability to communicate diplomatically and collaboratively to develop close relationships with internal and external customers.
  • Proven ability to follow directions and/or work independently as necessary
  • Proven ability to function in a team environment and develop such
  • Proven ability to be flexible and adapt teaching in a positive manner
  • Possess and have ability to apply broad knowledge of principles, practices, and procedures
  • Excellent written and verbal communications skills with an emphasis on confidentiality, tact, and diplomacy
  • Exceptional organizational and analytical skills; demonstrated ability to manage multiple tasks simultaneously
  • Knowledgeable of industry changes, legal updates, and technical developments related to applicable area of the Company’s business to proactively respond to changing business environment
  • Advanced proficiency and experience using Microsoft Office package (Excel, Access, PowerPoint, Word)

Tokio Marine HCC Group of companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of Companies is an equal-opportunity employer.

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