Call Center Supervisor

4 weeks ago

Phoenix, United States LHH Full time

Summary: The Call Center Supervisor is responsible for overseeing the operations of a call center with a large team of over 100 representatives. They ensure smooth functioning of the call center by managing staff, handling escalated calls, implementing policies and procedures, and driving performance to meet organizational goals.

Responsibilities:


  1. Team Management:
  • Supervise, coach, and mentor a team of over 100 call center representatives.
  • Conduct regular team meetings to communicate updates, set goals, and address concerns.
  • Monitor individual and team performance, providing feedback and performance evaluations.
  1. Operational Oversight:
  • Ensure adherence to call center protocols, policies, and procedures.
  • Manage staffing levels to meet service level agreements (SLAs) and optimize efficiency.
  • Coordinate with other departments to resolve escalated issues and improve processes.
  1. Quality Assurance:
  • Monitor calls for quality assurance and provide feedback to representatives.
  • Develop and implement strategies to improve call quality and customer satisfaction.
  • Conduct regular audits to ensure compliance with regulatory standards and company policies.
  1. Performance Management:
  • Set performance goals and metrics for the team and individuals.
  • Track key performance indicators (KPIs) such as call volume, average handle time, and first call resolution.
  • Implement performance improvement plans as needed to address deficiencies and enhance productivity.
  1. Training and Development:
  • Coordinate and conduct training sessions for new hires and ongoing training for existing staff.
  • Identify training needs and opportunities for skill development.
  • Provide resources and support for career advancement and professional growth.
  1. Technology and Tools:
  • Familiarize with call center software and tools to optimize operations.
  • Collaborate with IT department to troubleshoot technical issues and implement enhancements.
  • Stay updated on industry trends and best practices related to call center technology.
  1. Reporting and Analysis:
  • Generate reports on call center performance and trends.
  • Analyze data to identify areas for improvement and make data-driven decisions.
  • Present findings and recommendations to management for strategic planning.
  1. Customer Satisfaction:
  • Ensure a positive customer experience by resolving issues promptly and professionally.
  • Monitor customer feedback and implement initiatives to enhance satisfaction and loyalty.
  • Foster a customer-centric culture among team members.

Requirements:

  • Call Center experience in in-home services (required)
  • Bachelor’s degree in business administration, communications, or related field (preferred).
  • Proven experience in a call center environment, with at least 2 years in a supervisory role.
  • Strong leadership and interpersonal skills.
  • Excellent communication skills, both verbal and written.
  • Ability to multitask and prioritize in a fast-paced environment.
  • Proficiency in call center software and Microsoft Office suite.
  • Knowledge of customer service principles and practices.
  • Analytical mindset with the ability to interpret data and make strategic recommendations.

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