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Call Center Floor Supervisor

2 months ago


Libertyville, Illinois, United States BCI Acrylic Inc. Full time
Job Summary

We are seeking a highly skilled Call Center Floor Supervisor to join our team at BCI Acrylic Inc. as a key member of our customer service operations. The successful candidate will be responsible for supervising daily call center operations, personnel, and performance metrics to ensure maximum efficiency and cost-effectiveness.

Key Responsibilities
  • Develop and Implement Call Center Strategies: Create and execute plans to optimize call center performance, productivity, and customer satisfaction.
  • Lead and Manage Call Center Teams: Supervise and mentor call center representatives, providing guidance and support to ensure they meet performance goals and expectations.
  • Analyze and Report Performance Metrics: Collect and analyze call center statistics, including warm transfers, conversion rates, quality, profitability, costs, and customer service metrics, to identify areas for improvement.
  • Manage Budgets and Expenses: Assume responsibility for budgeting and tracking expenses to ensure cost-effectiveness and efficiency.
  • Recruit and Train Call Center Representatives: Assist in hiring and training call center representatives to ensure they have the necessary skills and knowledge to perform their duties effectively.
  • Evaluate Performance and Provide Feedback: Evaluate call center representatives' performance using key performance indicators (KPIs) and provide constructive feedback to help them improve.
  • Prepare Reports for Upper Management: Prepare and present reports to upper management on call center performance, metrics, and areas for improvement.
Requirements
  • 3-4 Years of Call Center Experience: Proven experience in a call center environment, preferably in the home improvement industry.
  • Associates Degree or Higher: A degree in a related field, such as business administration or communications.
  • Strong Leadership and Communication Skills: Excellent leadership, communication, and problem-solving skills to effectively manage call center teams and operations.
  • Ability to Work in a Fast-Paced Environment: Ability to perform at high levels in a fast-paced call center environment.
Work Environment

The work environment is an office setting with normal office noise levels. The employee will be sitting at a desk 100% of the time, with specific vision requirements including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.