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The Call Center Supervisor's job entails organizing and directing the daily activities of the call center's operation. The main responsibility of a call center supervisor is to manage, train, and guide call center representatives to execute their tasks. By resolving problems and complaints, a supervisor supports the team. The supervisors monitor agents and calculate call center performance and analyze reports. They prepare and assist in the development of schedules to control adequate staffing levels.
Essential Duties and Responsibilities:
Accept and handle supervisory requests and calls from staff and customers. Provide the Call Center Manager with all information about any extraordinary situations.
Ensure that the staff follows call control procedures at all times and enforce all department and company policies.
Collaborate with the Call Center Manager in the development and implementation of any training for newly hired and existing Customer Service Representatives.
Act as a resource for the Customer Service Representatives.
Maintain accurate performance evaluations of the Customer Service Representatives by reviewing message history, call history, trip setup and recorded calls.
Coordinate and approve the monthly schedule, scheduling requests and call que assignments.
Provide back-up support to the Call Center Manager as necessary.
Assist in the hiring process.
Non-Essential Duties and Responsibilities:
Performs other duties as assigned.
Minimum Qualifications:
Education:
High School Diploma or GED. College Degree preferred.
Experience:
Two years call center experience preferred.
Two years of supervisory/leadership experience preferred.
Other knowledge and skills:
Must be proficient with Microsoft Office software.
Healthcare industry experience is preferred.
Demonstrated knowledge of medical terminology is preferred.
Must type 40 wpm.
Must have effective oral, written and interpersonal communication skills.
Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability. Notice of Nondiscrimination: https://www.globalmedicalresponse.com/docs/site/non-discrimination
EOE including Veterans and DisabledFull Time
$50k-67k (estimate)
03/27/2024
03/29/2024
amgh.com
DECATUR, TX
50 - 100
1992
Private
$200M - $500M
AMGH is a provider of emergent air and ground ambulance programs.
The job skills required for Call Center Supervisor include Call Center, Customer Service, Leadership, Scheduling, Microsoft Office, etc. Having related job skills and expertise will give you an advantage when applying to be a Call Center Supervisor. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Call Center Supervisor. Select any job title you are interested in and start to search job requirements.
If you are interested in becoming a Call Center Supervisor, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Call Center Supervisor for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Call Center Supervisor job description and responsibilities
The Call Center Supervisor provides supervision and training to the call center staff.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Call Center Supervisor jobs
An excellent call center supervisor must have customer service and supervisory experience.
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Exceptional Communication Skills.
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Excellent Problem-Solving Skills.
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Focus on Agent Engagement and Retention.
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Spend Five Minutes Reviewing Yesterday’s Calls.
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Step 3: View the best colleges and universities for Call Center Supervisor.