The Call Center Supervisor is responsible for assisting in all aspects of managing a team of Customer Care Agents. This would include call coaching, attendance monitoring and overall employee development in conjunction with monitoring call center staffing and making adjustments to best meet service level goals.
1. Motivates and develops Customer Care Agents to deliver quality performance with innovative recognition techniques to ensure individual and team performance expectations are met
2. Participates in hiring and training process of Customer Care Agents
3. Tracks and documents Customer Care Agent training and development
4. Provides best-in-class customer service to both internal and external customers
5. Ensures team compliance with quality, productivity and retention standards
6. Addresses and resolves Associate issues by exercising sound judgment and acting as an Associate advocate
7. Identifies, resolves and escalates concerns (Associate, system, client), as needed
8. Assists with the development of new ideas and tools to be used in the Call Center
9. Provides technical support by assisting with computer issues when IT is not available
10.Creates and maintains Call Center productivity and customer retention reports
Skills/Requirements
Expert interpersonal skills
Expert verbal and written communication skills
Solid ability to handle multiple tasks in a fast-paced changing environment
Leadership experience including training, mentoring, and coaching in a Call Center environment
Supervisory experience managing a team of up to 15 Call Center Agents
Variety of software experience at an intermediate level to include Microsoft products (Word, Excel, PowerPoint, Outlook, etc.).
Solid project management skills
Bilingual (Spanish/English) preferred
Ability to work a flexible schedule, i.e. weekends, after hours via email or phone