Call Center Supervisor

Call Center Customer Service Representative (CSR) Supervisor

Bassett Services

Schedule: Monday - Friday 9a-6p; On Call every 3rd week/weekend once trained

Location: 

2601 Fortune Circle East. Suite 200C. Indianapolis.

Job Overview:

Bassett Services is seeking a dedicated and customer-focused Call Center Customer Service Representative (CSR) Supervisor to oversee and support our call center team. This role is responsible for ensuring excellent customer service, coaching and developing CSRs, and handling escalated calls to maintain customer satisfaction and retention.

The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for delivering top-tier customer service.

Key Responsibilities:

• Learn & Train on CSR processes

• Learn and manage digital leads

• Learn our Dispatch processes in order to back up as needed

• Help to continue to develop and implement the Quality Assurance (QA) process

• Conduct regular training and coaching sessions with team

• Lead and manage a team of CSRs to ensure high performance and excellent customer service.
• Handle escalated customer service calls to resolve issues effectively and maintain customer satisfaction.
• Conduct Quality Assurance (QA) reviews on CSR phone calls and provide regular coaching and feedback.
• Serve as a resource for CSRs by answering questions, providing guidance, and facilitating ongoing training.
• Participate in and contribute to daily huddle meetings to align team objectives.
• Conduct weekly one-on-one meetings with team members to review call quality and performance.
• Facilitate and contribute to cirriculum for weekly team meetings to discuss updates, best practices, and performance improvements.
• Train and onboard new hires to ensure a smooth transition into the role.
• Present information and updates during team meetings.
• Perform additional duties as needed to support the success of the call center.

Qualifications:

• Previous experience in a call center environment, preferably in a leadership or supervisory role.
  • Trades experience preferred
• Strong problem-solving skills and ability to handle customer escalations professionally.
• Excellent communication and interpersonal skills to coach and develop team members.
• Ability to multitask and work in a fast-paced environment.
• Experience with call center software, Service Titan and quality assurance processes is a plus.

Why Join Bassett Services?

• Supportive and collaborative team environment.
• Opportunities for professional growth and development.
• A company that values customer satisfaction and employee success.

If you are a motivated leader with a passion for customer service and team development, we encourage you to apply!