Call Center Supervisor

Job Summary:

As a Call Center Supervisor, you will lead and inspire a team of customer-focused professionals to deliver exceptional sales and customer service experiences. Your role encompasses overseeing order reviews, ensuring the seamless operation of Call Center systems, and handling escalations. With a focus on efficiency and performance, you'll play a key role in optimizing sales processes, enhancing customer satisfaction, and maintaining a high standard of service. Your leadership will be pivotal in achieving departmental goals and fostering a positive and collaborative Call Center environment.

Responsibilities:

Leadership, Management, and Accountability

· Streamline processes for enhanced operational efficiency, ensuring adherence to policies.

· Cultivate a culture of continuous improvement and innovation, aligning with core values.

· Recruit based on core values and organizational needs within the accountability framework.

· Address team skill gaps through strategic training plans.

· Conduct regular performance reviews to assess team progress.

· Exemplify expected values, serving as a positive role model.

· Assist in budget development, monitoring, and management for financial accountability.

· Oversee maintenance of department equipment and systems.

· Allocate resources to meet organizational goals and project deadlines.

· Plan and execute projects within scope, on time, and within budget.

· Take ownership of challenges, proactively seeking solutions.

· Identify and manage operational risks effectively.

· Make informed decisions aligned with organizational vision and goals.

· Ensure high customer satisfaction levels by exceeding expectations.

· Participate in weekly department/company Pulse meetings to address issues.

· Lead and guide the team through periods of change, adapting strategies accordingly.

Sales and Customer Service

· Assist responding to customer inquiries via phone, email, chat, or in-person.

· Assist customers with placing orders, tracking shipments, and resolving order-related issues.

· Assist customers with billing inquiries and payment processing.

· Explain company policies, terms, and conditions to customers.

· Assist customers and team members in selecting the right products for their needs.

· Use excitement and technical knowledge to sell automotive parts and accessories.

· Identify opportunities to upsell or cross-sell additional products or services.

· Maintain accurate and detailed records of customer interactions and transactions.

· Conduct sales activities with honesty, integrity, and adherence to company process and policy.

· Meet or exceed performance metrics, such as call volume and sales goals.

Order Review

· Review incoming web orders for accuracy, policy compliance, and completeness.

· Review phone orders for accuracy, policy compliance, and completeness.

· Ensure that customer details, product information, and quantities align with order specifications.

· Verify payment information to ensure accuracy and legitimacy and report any issues related to payment processing.

· Investigate and validate suspicious transactions through detailed order reviews.

· Apply promotions, discounts, and coupons in accordance with company policies.

· Check product availability in inventory to fulfill customer orders.

· Communicate with customers regarding order status, delays, or any issues affecting delivery.

· Maintain accurate and organized records of order reviews and processing.

Call Center Systems Management

· Configure and maintain Call Center software and systems to meet operational requirements.

· Customize settings for call routing, queuing, and other system features.

· Manage user access to the Call Center systems, ensuring proper permissions and security measures.

· Provide technical support to Call Center agents for system-related issues.

· Provide training to Call Center agents on the effective use of Call Center systems.

· Troubleshoot software glitches, connectivity problems, and other technical challenges.

· Ensure consistent data exchange between Call Center and CRM platforms.

· Coordinate and oversee the implementation of software updates and system upgrades.

· Implement and enforce measures to protect sensitive customer data within the Call Center systems.

· Evaluate and recommend new technologies or features that can enhance Call Center operations.

Team Training & Support

· Facilitate onboarding sessions for new hires, introducing them to company policies, procedures, and Call Center protocols.

· Establish mentorship programs pairing experienced agents with new team members.

· Create and update training resources, manuals, and guides for reference.

· Provide readily accessible resources to support ongoing learning.

· Implement ongoing training initiatives to keep Call Center staff updated on industry trends, product updates, and customer service best practices.

· Conduct training sessions to enhance soft skills such as communication, empathy, and conflict resolution.

· Collaborate with product teams to stay informed about new products and updates.

· Ensure that Call Center staff receives ongoing training on product knowledge to better assist customers.

Required Skills/Abilities: See examples below.

· Ability to coordinate schedules and allocate resources effectively.

· Strong leadership skills to manage and motivate.

· Ability to delegate tasks, set goals, and provide guidance to achieve targets.

· Excellent communication skills to liaise with cross-functional teams, suppliers, and management.

· Strong analytical and problem-solving skills to analyze data, identify trends, and make informed decisions.

· Continuous improvement mindset to identify and implement process optimization initiatives.

· Effective time management skills to prioritize tasks and meet deadlines.

· Flexibility to adapt to changes in schedules, demand, and external factors.

Physical Requirements: See examples below.

· Must be able to lift 50 pounds at times.

Positions Hours of Operation: For some positions, working hours may vary. Please provide the operating hours or the hours in which this position could work. See examples below.

· Monday-Thursday: 8:00am – 6:00pm

· Friday: 8:00am – 3:00pm

· Saturday: 8:00am – 1:00pm

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Palm Coast, FL 32164: Relocate before starting work (Required)

Work Location: In person