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Call Center Supervisor in Bedford, TX at The Amynta Group

Date Posted: 7/11/2018

Job Snapshot

Job Description

The Amynta Group is an industry leading team of warranty and specialty risk companies as well as managing general agents. This collection of professionals and firms provides warranty and services contracts for the automotive, consumer products and specialty equipment industries, among others, and administers niche workers' compensation and contractor liability coverage in the United States and Canada on behalf of multiple carriers. The Amynta name is derived from antiquity and means “protector,” which underscores the company’s focus and commitment to delivering industry leading products and services to its wide range of clients and customers. Amynta plans to invest in growing its market leading position with a focus on ensuring market expansion and product innovation within its high performing work culture.

Supervises the day to day activities of team members within the call center operations. Evaluates and coordinates the workflow and activities of call center representatives to meet the volume management target. Supports call center representatives on incoming calls with escalating issues.

  • CALL Center as a Supervisor is a MUST

  • Can manage a remote staff

  • IT background to to manage equipment for remote staff

  • Monitors calls to observe employee demeanor, technical accuracy, and conformity to policies.

  • Provide direction and guidance to ensure consistent achievement of key performance metrics.

  • Receives and resolves escalated calls and complaints.

  • Achieve, measure, report and communicate goal attainment for assigned team.

  • Develops and maintains area specific records, reviews and interprets reports.

  • Ensure accurate and timely communication of issues to Manager.

  • Coach, mentor, and develop agent team for skills expansion and promotional opportunities.

  • Trains new employees and answers existing employees’ questions.

  • Responsible for hiring decisions and progressive performance of team members

  • Maintains positive morale while accomplishing goals of call center operations

  • Perform other duties as assigned

Job Requirements

  • High school diploma or general equivalency diploma (GED).

  • Three (3-5)  plus years Call Center Supervisory experience in a customer service environment.

  • Demonstrated interpersonal, coaching, and supervisory skills.

  • Ability to manage associates and customers.

  • Intermediate level of proficiency in Microsoft Office suite.

  • Ability to read and comprehend simple instructions, short correspondence, and memos.

  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

  • Maintain a professional appearance and provide a positive company image.

  • Willingness to work non-traditional shifts which meets the need of team and company.


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