Kowal Associates, Inc.
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Current Opportunity: Monitoring Supervisor

Ya gotta be sharp.  Ya gotta have a flawless sense of humor.  Ya gotta be a little bit of a math geek.  If you’ve got a minimum of 3 years of call center monitoring or supervisory experience, including coaching and reporting, with excellent computer skills, we’ve been looking for you! 

We’re a Kendall Square Cambridge-based customer service consulting firm with an immediate opening for an outstanding, motivated Monitoring Supervisor.  We’ve got a small, but exceptional team of part-time Call Monitoring Associates who work remotely from home listening to and scoring calls for our client programs.  You’ll make sure they’re producing top-notch call observations and lead calibration sessions with our clients and their outsourced call centers.

Reporting on what we do is a big part of this job too, so we require strong MS Excel skills, including the ability to create graphs and pivot tables.  Knowledge of remote call monitoring systems (NICE, Witness, etc.) and basic IT and telecom is a plus. 

You’ll have the opportunity to have direct, one-on-one contact with the client and their business partners to offer your expertise, ideas and recommendations for improvements to their monitoring program, so you’ll need to have excellent verbal and written communication skills. 

If this sounds like you, please e-mail your resume with a cover letter including your salary requirements to: humanres@kowalinc.com.  Please show “02-06 Monitoring Supervisor” as the subject line.

Kowal & Associates, Inc. is an equal opportunity employer, committed to encouraging diversity in our workplace.



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