Call Center Supervisor

We are seeking a dynamic and results-driven Call Center Supervisor to lead and support our remote call center team serving the Las Vegas and Utah regions. This role is responsible for overseeing daily operations, coaching staff, monitoring performance metrics, and ensuring a high standard of customer service.

Requirements:

Key Responsibilities:

• Provide leadership, support, and motivation to call center agents.
• Monitor real-time statistics and provide timely updates.
• Offer coaching, feedback, and guidance to improve performance.
• Ensure compliance with call center protocols and procedures.
• Identify skill gaps and implement effective training programs.
• Handle escalated calls and provide resolution support.
• Optimize workflows and maintain team morale.
• Set and track performance targets using key metrics (e.g., call abandonment, wait times).
• Prepare and present weekly/monthly performance reports.
• Collaborate with other departments to foster teamwork.
• Manage staff scheduling and attendance.
• Participate in hiring, training, and onboarding processes.
• Attend meetings and contribute to strategic planning.

Qualifications:

• Proven ability to manage people and multiple projects simultaneously.
• Strong time management and organizational skills.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office (Excel, Outlook) and call center software.
• Leadership by example with a proactive, self-directed approach.
• Ability to work under pressure and adapt to change.
• Customer service-oriented mindset.
• Team player with a collaborative problem-solving approach.

Education:

• High School Diploma or GED required.

Compensation & Benefits:

• Competitive compensation package.
• Standard benefits offered.

Physical Demands:

• Ability to sit, stand, walk, kneel, and crouch as needed.
• Must be able to lift up to 10 pounds regularly.

ADA Compliance:

We are committed to providing reasonable accommodations for individuals with disabilities.