What are the responsibilities and job description for the Call Center Supervisor position at Associates in Dermatology?
The Call Center Supervisor provides leadership, coaching, and technical support to a team of 10 call center agents. This role acts as a bridge between frontline staff and upper management, tracking team metrics, handling customer escalations, and maintaining a high-performance culture.
Core Responsibilities
- Team Management & Coaching: Hire, onboard, and train new representatives while providing ongoing feedback and performance evaluations.
- Performance Tracking: Monitor key performance indicators (KPIs) like Average Handle Time (AHT), First Contact Resolution (FCR), and call abandonment rates.
- Escalation Support: Intervene and take over high-priority or complex customer calls when an agent cannot resolve the issue.
- Compliance & Quality Assurance: Conduct call monitoring and review recorded interactions to ensure agents adhere to workflows and quality guidelines.
- Workforce Management: Assist with shift scheduling, track employee attendance, and adjust resources to meet daily volumes.
- Reporting: Compile and analyze operational data to present monthly and annual performance trend reports to stakeholders.
- Experience: Minimum of 2–3 years in a customer service or call center environment, with at least 1 year in a team lead or supervisory capacity.
- Education: High school diploma or equivalent required; a Bachelor’s degree in Business Administration or a related field is preferred.
- Technical Savvy: High proficiency with Call Center Infrastructure, Customer Relationship Management tools, and Microsoft Office Suite.
- Communication: Exceptional verbal communication, active listening, and conflict resolution skills.
- Adaptability: Proven ability to multitask, solve problems quickly, and remain calm under intense, fast-paced pressure.
Salary : $24 - $28