Call Center Supervisor

Summary:

The Call Center Supervisor is responsible for managing the call center staff and activities, ensuring the Call Center is functioning at its best capacity and working with the Director to meet company goals.

Essential Functions/Major Responsibilities

• Oversee the Call Center Schedule providing agents a minimum 3 week view, adjust schedule as needed according to requests, call outs, emergencies etc.
• Ensure adherence to policies for attendance, established procedures, standards etc.
• Hire and onboard new employees,
• Conduct performance reviews, quality and coaching sessions
• Address disciplinary matters fairly and consistently including terminations
• Coach Lead Agents to implement Call Center processes
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Keep abreast of new and current campaigns by participating in the intake process
• Assist in the formulation of targets for individuals and teams
• Assist in measurement of performance with key metrics such as call abandonment, calls waiting etc.
• Keep Director informed on issues and problems
• Prepare monthly/annual results and performance reports as requested
• Perform other duties as assigned

Qualifications:

• Education: High School Diploma. Bachelor degree preferred.
• Experience: At least 3 years proven experience as a call center supervisor.
• Skills/Technical Requirements:
• Outstanding communication and negotiation abilities
• Working knowledge of Salesforce
• Tech savvy with knowledge of telephone equipment and relevant computer programs
• Knowledge of performance evaluation procedures
• A results-oriented approach
• Excellent organizational and leadership skills
• Ability to work under pressure and adapt to constant change

Job Conditions/Physical Demands: Lengthy periods of time sitting and/or standing in front of a computer monitor reading and typing. Standing, sitting, walking, bending.

Job Type: Full-time

Benefits:

• 401(k) matching
• Paid time off

Schedule:

• Monday to Friday
• On call
• Weekend availability

Experience:

• Call Center: 3 years (Required)
• Supervisory: 3 years (Required)

Work Location: Remote