Call Center Supervisor

3 weeks ago

Fairfield, United States Ned's Home Full time

**Team Leadership**:

- Supervise and motivate a team of high-performing sales center representatives, ensuring a positive work environment and high team morale.
- Work with senior management to set performance expectations, establish goals, and provide ongoing coaching and feedback to representatives.
- Foster a culture of continuous improvement, encouraging representatives to enhance their skills and knowledge, share best practices, and address any concerns or challenges.
- Ability to demonstrate and lead by example and handle calls from customers who wish to speak to a supervisor.

**Sales Center Operations Management**:

- Monitor and own key performance indicators (KPIs) and call center metrics to evaluate team and individual performance.
- Make data-driven decisions and implement strategies to enhance sales center performance and achieve targets.
- Analyze call center data to identify trends, areas for improvement, and opportunities to optimize efficiency and productivity.
- Ensure adherence to established call center processes, policies, and procedures.

**Sales Excellence and Customer Service**:

- Identify opportunities to drive sales growth and improve customer satisfaction, loyalty, and overall customer experience.
- Oversee sales and retention activities, ensuring representatives are equipped with the necessary knowledge and tools to drive sales conversions and customer retention.
- Ensure exceptional customer service by monitoring representative interactions, resolving escalated customer issues, and providing timely and effective solutions.

**Training and Development**:

- Collaborate with the training department to design and deliver comprehensive training programs for new and existing call center representatives.
- Provide ongoing training and coaching to representatives to enhance their product knowledge, sales techniques, and customer service skills.
- Conduct regular performance evaluations and create development plans to address individual skill gaps and career growth opportunities.

**Reporting and Communication**:

- Review and take ownership of daily, weekly, and monthly reports on call center performance, including key metrics, trends, and improvement initiatives.
- Communicate performance updates, challenges, and opportunities to senior management and relevant stakeholders.
- Collaborate with other departments, marketing, operations, finance, and IT, to ensure alignment and effective coordination of call center activities.

**Requirements**:

- Excellent communication and interpersonal skills, with the ability to interact effectively with team members, customers, and stakeholders at all levels.
- Flexibility to work in a fast-paced call center environment.
- Strong knowledge of call center operations, sales techniques, and customer service best practices.
- Must have excellent leadership and management skills.
- Should have excellent problem-solving and negotiation skills.
- Must have strong computer skills, including knowledge of Microsoft Office.
- Good organizational skills and attention to detail are essential.
- Must have strong analytical skills that are used to make impactful decisions
- Education and Experience
- High School diploma or higher.
- Experience as a call center agent.

Pay: $60,000.00 - $65,000.00 per year

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off

Schedule:

- 10 hour shift
- 8 hour shift
- Weekends as needed

Work Location: In person

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