We are seeking an experienced call center professional to join our client’s team in their customer service department.
As a Call Center Supervisor, you will play a key role in ensuring the efficient and effective operation of our client’s call center, providing leadership to a team of customer service representatives.
What's in it for you:
Pay: $60,000 - $65,000/yr Schedule: Monday - Thursday 8AM-4:30PM, 9:30AM-6PM, or 11:30AM-8PM on a rotating basis, Friday 9:30AM-6PM, 1 Saturday per month 9AM-2PM Environment: Lively workplace with team-building events!
Responsibilities:
Supervise and manage a team of call center agents. Provide guidance, coaching, and mentorship to team members to improve performance and achieve goals. Monitor individual and team performance using key performance indicators (KPIs) such as call volume, average handle time, first call resolution, and customer satisfaction scores. Develop and deliver training programs for new hires as well as ongoing training for existing team members. Conduct quality monitoring and evaluations of calls to assess agent performance and adherence to scripts and procedures. Provide feedback and coaching to agents based on quality evaluations to improve customer interactions. Coordinate schedules, breaks, and time off requests for call center agents. Generate and analyze reports on call center performance metrics, trends, and key insights.
Qualifications:
Experience in a call center environment, ideally 1-2 years in a team lead/supervisory role Familiarity with KPI's & quality assurance High school diploma, Associates/Bachelors degree preferred
If interested, please apply to this posting with your resume and if qualified, a recruiter will be in contact within 48 hours. Thanks!