Call Center Supervisor

4 weeks ago


Nashville, United States Metropolis Full time
Job DescriptionJob Description

Job Title: Call Center Supervisor (On-Site)

The Company

Metropolis is an artificial intelligence company that uses computer vision technology to enable frictionless, checkout-free experiences in the real world. Today, we are reimagining parking to enable millions of consumers to just "drive in and drive out." We envision a future where people transact in the real world with a speed, ease and convenience that is unparalleled, even online. Tomorrow, we will power checkout-free experiences anywhere you go to make the everyday experiences of living, working, and playing remarkable - giving us back our most valuable asset, time.

The Role

We are seeking a skilled Call Center Supervisor to oversee daily operations and personnel within our customer service department. The Supervisor will be responsible for managing a team of customer service representatives, ensuring efficient and high-quality service delivery to our clients. The ideal candidate will have prior experience in a call center environment, strong leadership abilities, and excellent communication skills.

Responsibilities:

  • Manage and supervise a team of customer service representatives.
  • Set clear team goals and motivate team members to achieve them.
  • Monitor the performance of team members and provide coaching and feedback.
  • Handle escalated customer complaints and resolve complex issues.
  • Develop and implement training programs to improve team performance.
  • Create and maintain reports on call center metrics, such as service level, abandonment rate, and average handling time.
  • Ensure adherence to company policies and procedures.
  • Collaborate with other supervisors and departments to ensure smooth operations.
  • Conduct regular team meetings and one-on-one sessions with team members.
  • Stay updated on industry trends and advancements in call center technologies.

Requirements:

  • Proven experience as a Call Center Supervisor or similar supervisory position in a customer service environment.
  • Excellent leadership and interpersonal skills.
  • Strong problem-solving abilities and a results-oriented approach.
  • Ability to work well under pressure and handle multiple priorities.
  • Proficiency in call center software and telephony systems.
  • Knowledge of performance evaluation and quality assurance metrics.
  • Flexibility to work shifts and weekends as required.

Preferred Qualifications:

  • Certification in Call Center Management (e.g., CCMP) is a plus.
  • Experience with CRM systems (e.g., Zendesk).



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