Entry Level Management - New Castle Guthy Renker

Job Title: Program Supervisor - New Castle Sales
Department: Call Center Operations
Reports to: Manager, Call Center
FLSA Status: Exempt

Supervise the work of others?: Yes

Schedule: Sunday through Thursday; 10:00 AM to 7:00 PM

Position Summary: Assists in managing the day-to-day programs for assigned call center, and works with communicators to improve program results. Responsible for call center operations, communications, coaching and development of communicator staff.

Duties and Responsibilities:

This list is not comprehensive but meant to represent the most common or important duties of the position. Other duties are required and/or assigned.

  • Monitor and coach Communicators and provide feedback or corrective action to staff.
  • Maintains records and writes reports to monitor and evaluate program effectiveness.
  • Responsible for motivating Communicators; often accomplished through contests, games, and positive recognition.
  • Communicates with account staff to suggest script revisions, update on program status, etc.
  • Provide feedback on shift activities and progress at end of shift. Reviews performance with staff members, measures employee performance, provides feedback and coaching.
  • Ensures all company policies are followed and makes corrections as needed.

Minimum Requirements:

  1. Require a bachelor’s degree from an accredited university or college and meet the following qualifications:

  2. No disciplinary action within the last six (6) months or twelve (12) months with permission;

  3. Performs in their current role successfully and is recommended by their Manager and Director


  1. Are current Communicators and meet the following qualifications:

  2. A minimum six (6) months of employment with InfoCision;

  3. Current performance factor of at least 1.0 and a quality index of 1.0 as rated by either Call Center Quality Analysts or Independent Quality Analysts;

  4. No disciplinary action within the last six (6) months or twelve (12) months with permission;

  5. Ninety five percent (95%) of scheduled hours worked in the past six (6) months;
  6. Performs in their current role successfully and is recommended by their Manager and Team Supervisor.


  1. Current In Class Trainers or Call Center Trainers:

  2. No disciplinary action within the last six (6) months or twelve (12) months with permission;

  3. Performs in their current role successfully and is recommended by their Manager and Director

Supervisory Responsibilities:

Responsible for the overall direction, coordination, and evaluation of this department. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include: appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Minimum Qualifications:

  • Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database, and presentation software.
  • Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
  • Must have high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact, and diplomacy.

Language Skills:

  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

  • Ability to calculate figures and amounts.

Reasoning Ability:

  • Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations:

Maintains a valid Drivers License.

Essential Job Functions: Critical features of this job are described below. They may be subject to change at any time due to reasonable accommodation or other reasons.
Mental: Must be able to effectively communicate with others; complete and understand complex analysis of numbers; read, analyze and interpret written materials; develop team to meet and exceed company standards; ensure compliance with company policies; respond appropriately to feedback to make improvements; maintain positive working relationships; troubleshoot and solve problems.
Physical: Must have the ability to be on the call center floor, moving around, for long periods of time.
Must be able to hear and verbally communicate for hours at a time, use computer equipment. Moderate noise level and limited exposure to physical risk.
Knowledge, Skills, and Abilities Required: Knowledge of modern business communication, office procedures and methods. Skill to use a personal computer and various software packages such as Microsoft Office Suite.
Ability to establish priorities, work independently with minimal supervision, and facilitate teamwork.
Equipment Used: headsets, telephones, computer, other equipment as needed.
Special/ Additional Requirements: This position typically works four (4) ten (10) hour shifts per week. Night and weekend hours may be a requirement of this position. Persons in this position may be required to pass a drug, alcohol, credit, and/or criminal background check.

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