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Form of workThe Call Center Supervisor will be responsible daily operations and activities of representatives in a Call Center. Call Center Supervisor should be a master multi-tasker with excellent communication skills and an upbeat attitude. The Supervisor will be responsible for following up with customer questions and complaints as it pertains to the Call Center as well as following up with management with . Supervisor must be comfortable with computers, general office tasks, and excel at both verbal and written communication. Most importantly, Agent should have a genuine desire to meet the needs of others.
PRIMARY RESPONSIBILITIES (others may be assigned):
- Ensures Call Center performance goals are met, including those related to customer satisfaction, service quality, and productivity.
- Monitors and evaluates staff members through careful and regular assessment to improve performance and achieve expected volume.
- Ensures that customers' questions and problems are resolved adequately and efficiently.
- Responds to complicated inquiries or challenging customers when more in-depth and knowledgeable assistance is needed.
- Analyzes, reports on, and resolves customer and operational issues that negatively impact service quality.
- Facilitates problem solving by establishing and maintaining active communication throughout the organization.
- Manage employee related issues within the Call Center.
- Manage and approve timecards.
- Works with upper management as needed.
- Assist as needed for other assigned administrative duties.
Education/Experience: High School Diploma or equivalent (GED). Customer service experience preferred and familiarity with CRM systems a plus.
