Run the day-to-day engine of a 24/7/365 call center team. If you know how to coach agents, watch KPIs like a hawk, and keep customers happy when things get spicy, this one fits.
About Aspira
Aspira’s Customer Service Center supports inbound and outbound customer needs around the clock, including inquiries, reservations, and purchases, while following company policies and contract requirements.
Schedule
- Work from home
- Flexible availability required, including evenings/weekends
- Must be available for business escalations or error resolution
- Equipment provided by Aspira
- Must have a quiet, distraction-free workspace and wired high-speed internet
What You’ll Do
- Lead daily call center operations to hit goals, KPIs, and client satisfaction standards
- Coach, schedule, and performance-manage a customer service team
- Monitor KPIs, call volume, and workflow efficiency, then adjust in real time
- Handle escalated customer issues and protect service quality
- Jump on the phones as needed and maintain strong coaching habits
- Manage staffing levels, PTO, overtime, timecards, and attendance compliance
- Analyze historical performance data and recommend process improvements
- Support and communicate SOP updates and process changes
- Keep leadership informed on operational issues and risks
- Maintain compliance with privacy, confidentiality, and regulatory standards
- Build a positive team culture rooted in teamwork, accountability, and professionalism
- Motivate agents with regular feedback to improve morale and performance
What You Need
- 1+ year supervising a customer service team (10–20 staff)
- 2+ years as a team lead or senior rep with performance management and KPI oversight
- 4+ years inbound/outbound call center experience (hospitality or travel/reservations preferred)
- Strong leadership, calm under pressure, and sharp problem-solving
- Clear written and verbal communication
- Detail-oriented, accountable, and process-driven
Tools
- Basic Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Call center tools like Amazon Connect and Verint are a plus
Benefits
- Not listed in the post, but role notes that Aspira provides all working equipment
Pay
- $17/hr (they’ll ask you to confirm you’re good with that rate in the application)
Urgency
This one is clearly set up to move quickly because the application is asking detailed screening questions (KPIs, remote tools, availability, time off).
Happy Hunting,
~Two Chicks…