Job Summary: Our team is growing and we're seeking to hire experienced Call Center Supervisors.
Our work environment is fast paced, with a collaborative atmosphere.
Most of all, we are passionate about delivering innovations that promote proactive and interactive customer experience improvements.
You will work in a supervisory role planning, directing, managing, and evaluating team performance to ensure customers are receiving a positive service experience.
If you have the drive, confidence, and determination to succeed, we are looking for you Responsibilities: Ensures professional and courteous customer support services are delivered to promote a productive and positive relationship with customers Exhibit experienced leadership skills and the ability to set high standards of performance and coach colleagues to continued success.
Work closely with a team of approximately 15 to 20 agents, other supervisors, and operations managers (Quality, workforce management, and training) to collaboratively support contractual requirements and Key Performance Indicators (KPI's) Motivate call center employees to focus on delivering excellent customer service experience Help collect and analyze call-center statistics (customer service metrics, etc.)
to assist management as they determine and deliver on call center goals Help oversee Call Center agents working in-person and remotely Provide daily operational direction and communication to assigned employees driving superior service of defined key performance metrics.
Provides performance feedback and coaching on a regular basis to each team member Supervise, develop, and coach agents to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and goals Requirements: Minimum 3 years of experience leading/supervising a team in a call center or customer service-related position in the Contact Center industry Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to internal and external customers Ability to lead and manage teams effectively demonstrating the skills required to guide and motivate teams to higher performance Knowledge of performance evaluation and customer service metrics Microsoft Office Suite experience (Excel, PowerBI, PowerPoint, Access) Demonstrate problem-solving skills Must be capable of working in a fast-paced dynamic environment with the ability to learn and adapt quickly Excellent verbal and written communication skills Powered by JazzHR