Call Center Supervisor

Essential Responsibilities Utilizes performance management information to supervise, coordinate and schedule the activities of leads and customer service
representatives in assisting the manager with the achievement of the designated key performance indicators. To effectively build call center culture, the
supervisor is responsible for “on-the-floor” activities, and must be available to assist agents while they are “on-the-floor.” Monitors and documents incoming
telephone calls and fulfillment activity and provides continuous feedback to staff. Monitors service calls to observe employee demeanor, technical accuracy and
conformity to company policies. Answers questions and recommends corrective services to address customer complaints. Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions. Track and measure individual and team productivity and quality results Provides input and/or assistance in formulating new policies and procedures; recommends changes to existing policies and procedures as required to improve operations in efficient achievement of performance indicators or to support changing business- requirements. Responsible for effective human resource administration including training, evaluations, coaching, mentoring, recommending promotions, and corrective actions. Facilitates positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees Motivate and encourage agents through positive communication and feedback
Maintains harmony among workers and resolves complaints. Reviews, approves and maintains time sheets. Performs other work as required and assigned.
Helps out as needed on the phone queue, Web Chat & in person in Service Centers.

• Required Education and Experience AA Degree and/or equivalent work experience 6 months prior leadership experience
• One year prior call center or customer service related experience preferred
• Exceptional oral and written communication skills demonstrated by use of correct grammar and terminology
• Excellent written, verbal and interpersonal communication skills with agents, peers, management and customers
• Attention to detail-documentation, work quality and follow-up
• Time management (dependable, accurate, and detail oriented.)
• Candidate will have to complete on the job training that will consist of the 1st 30 days on the phone