Job Title: Call Center Supervisor
Job Summary:
The Call Center Supervisor oversees the day-to-day operations of the call center team, ensuring high-quality customer service, efficient call handling, and adherence to performance metrics. This role involves managing and coaching a team of customer service representatives to meet and exceed customer satisfaction goals.
Key Responsibilities:
Team Leadership: Lead and motivate a team of customer service representatives, providing guidance, coaching, and support to ensure optimal performance and productivity.
Call Monitoring: Monitor calls and review interactions to assess performance, provide feedback, and identify opportunities for improvement.
Quality Assurance: Implement quality assurance programs and standards to maintain high levels of customer service and adherence to company policies and procedures.
Performance Management: Set performance goals and metrics for the team, track performance against targets, and take corrective action as needed to address performance issues.
Training and Development: Develop and deliver training programs for new hires and ongoing training for existing team members to enhance skills, knowledge, and performance.
Workforce Management: Manage staffing levels, schedules, and workload distribution to ensure adequate coverage and efficient call handling.
Customer Escalations: Handle escalated customer inquiries or complaints, resolving issues promptly and effectively to ensure customer satisfaction.
Data Analysis: Analyze call center data and metrics to identify trends, patterns, and areas for improvement, and use insights to drive operational efficiency and customer satisfaction.
Reporting: Prepare regular reports on call center performance, including key metrics such as call volume, response times, and customer satisfaction scores, and present findings to management.
Process Improvement: Identify opportunities for process improvements and workflow optimization to enhance the overall effectiveness and efficiency of the call center operations.
Qualifications:
Bachelor's degree in Business Administration, Communications, or related field preferred.
X years of experience in a call center environment, with X years in a supervisory or leadership role.
Strong understanding of call center operations, including call handling techniques, customer service best practices, and performance metrics.
Excellent leadership, coaching, and interpersonal skills.
Ability to effectively manage and motivate a team in a fast-paced, dynamic environment.
Proficiency in call center software and tools, as well as Microsoft Office applications.
Strong analytical and problem-solving abilities.
Excellent communication skills, both verbal and written.
Key Competencies:
Leadership and team management
Customer focus and empathy
Communication and interpersonal skills
Problem-solving and decision-making
Coaching and mentoring
Adaptability and flexibility
Attention to detail
Results-oriented mindset
Work Environment:
The Call Center Supervisor typically works in a call center or office environment, overseeing a team of customer service representatives who handle inbound and outbound calls. Depending on the organization, there may be opportunities for remote work or flexible scheduling.
Please respond with your resume today and one of our recruiters will reach out to you shortly!
AppleOne is proud to be an Equal Opportunity Employer. We believe in people, and we are committed to working with people of all backgrounds and connecting them with clients and companies who share our goals of diversity and inclusiveness. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws..
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For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
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Additional Skills (none specified)
