The Call Center Supervisor (CCS) will be responsible to make sure that customers receive the highest level of service and quality by assisting and supporting their team to provide the best customer service.

This role is responsible for overseeing the work of their team. They ensure that all members of the team are working effectively and efficiently, and they may also be involved in hiring, training, scheduling, and other leadership duties.

Coaching and mentoring skills are a must since this role will be supervising other call center employees. The CCS will also look at data to find trends such as the reasons why people are calling or the overall amount of calls you receive.

This person must have strong interpersonal skills. They must be able to communicate clearly with both customers and employees to ensure that everyone is getting what they need from the team.

This role will work closely with our corporate Director of Sales and Customer Experience, Sales Supervisor and the Supervisors in our other markets.

The Director of Sales and Customer Experience will assist in scheduling across our markets and ensuring our KPI's and quality standards are met in the market.

The CCS will report to the Director of Sales and Customer Experience.

Responsibilities :

• Lead the team to meet and exceed customer expectations regarding customer service and sales.
• Provide backup support to the team and make sure team goals are met.
• Monitor call volume; prioritize and distribute workload for the team.
• Track and measure individual and team goals throughout the day and on a long term basis.
• Provide motivational support to team members to maintain high morale and productivity.
• Answer incoming calls, emails and web-based submissions, directing and assisting customers as needed.
• Manages not only inbound call volume but outbound sales calls while working in partnership with the Sales Supervisor to hit our monthly sales goals.
• Conduct performance reviews, deliver coaching to the team so they perform at the highest levels.
• Facilitating meetings with supervisors in other markets to create a cohesive cross market strategy in alignment with the direction of the Director of Sales and Customer Experience
• Provide weekly QA and coaching to each team member.
• Managing employee performance, including conducting performance evaluations and providing feedback to employees.
• Managing work schedules and overtime hours for the team, making sure that all shifts are covered.
• Conducting training sessions to help employees improve their skills and learn new processes.
• Reviewing incoming calls or chats to determine how best to respond to customer inquiries.
• Scheduling meetings to discuss issues or concerns with customers or other departments within the company.
• Monitoring call activity to identify opportunities for improvement or resolve problems in real time.
• Identifying opportunities for cost savings by reducing unnecessary expenses or increasing efficiency in operations.
• Implementing new training programs as needed to support department goals.
• Responsible for hiring and developing new customer care representatives who are a great fit for our culture.
• Facilitate the success of the team by setting a direction, establishing goals, and conducting meetings to ensure the success and alignment of the team.
• Engage with the General Manager, Regional Vice President, and CMO by offering timely communication, accurate forecasting which includes early, mid-month and final reporting, and overall strategic direction of the team.
• Track overall call KPI's to budget on a monthly and quarterly basis.
• Additional responsibilities as required for new market development which may include : set-up of call center, monitoring experience center buildout, take initial calls, marketing support and attending events.

Requirements :

• At least 3 years of experience in a call center environment
• Strong understanding of call center metrics and KPIs
• Excellent communication and interpersonal skills
• Bilingual in English and Spanish in BTX Market
• Proven ability to lead and motivate a team towards KPIs and targets
• Strong problem-solving and analytical skills
• Ability to handle stress and manage conflict effectively
• Excellent time management and organizational skills
• Demonstrated commitment to customer service and satisfaction
• High integrity and service minded focus to team members and customers.

Reporting To : Director of Sales and Customer Experience

Employment Type : Full-time

Lit Communities Equal Opportunity Program Policy

The employees of Lit Communities represent a talented and diverse workforce. Achieving the full potential of this diversity is a business priority that is fundamental to our competitive success.

Business activities such as hiring, promotion, and compensation of employees, are conducted without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, situation or age.

These business activities and the design and administration of Lit's benefit plans comply with all applicable laws, including those dealing with equal opportunity.

For qualified people with disabilities, Lit Communities makes workplace accommodations that comply with laws applicable to the company, and which Lit Communities determines are reasonable and needed for effective job performance.

In respecting and valuing the diversity among our employees, and all those with whom we do business, managers are expected to ensure a working environment that is free of all forms of harassment.

This policy is based on sound business judgment and anchored in our Lit Communities values. Every manager at Lit Communities is expected to abide by our policy, and all applicable laws on this subject, and to uphold our commitment to workforce diversity.

Last updated : 2024-05-14