We are looking for a competent Call center supervisor to organize and direct the staff of our call center. You will be responsible for assessing their work and giving them feedback to maximize performance. An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented. The goal is to achieve and drive excellent performance from your team that will bring sustainable business growth.
Responsibilities
- Assist in the formulation of targets for individuals and teams
- Hire and onboard new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, call waiting, etc.
- Ensure adherence to policies for attendance, established procedures, etc.
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
Requirements
- Proven experience as a call center supervisor or similar supervisory position
- Experience in customer service is essential
- Proficient in English
- Working knowledge of MS Office
- Tech-savvy with knowledge of telephone equipment and relevant computer programs
- Knowledge of performance evaluation procedures
- Outstanding communication and negotiation abilities
- A results-oriented approach
- Excellent organizational and leadership skills
- Ability to work under pressure
IMPORTANT NOTES:
- Shift: Friday, Saturday, Sunday, Monday 7 am - 5 pm MST
- Start Date: As soon as possible.
- Required experience:
- The ideal candidates will have managed teams in an inbound call center environment.
- Candidates cannot live in areas with frequent power or internet outages
Benefits
- 100% Remote
- Training & Development
- Work From Home
