Call Center Supervisor Role

3 days ago


Tampa, Florida, United States MCI Careers Full time

About This Role:

This is a full-time position that requires working in a professional office environment. The successful candidate will be responsible for leading a team of 5-10 call center supervisors and managing the day-to-day activities of the team.

Key Responsibilities:

  • Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
  • Responsible for coaching and developing reports on customer service processes and best practices
  • Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously
  • Drive a culture of accountability, continuous improvement, and personal excellence
  • Directs workforce management activities and sets performance goals and objectives accordingly
  • Develop and maintain strategy on ensuring customer satisfaction on all service interactions
  • Provide team motivation and development to maximize sales opportunities
  • Responsible for the overall performance and productivity of direct reports
  • Responsible for weekly payroll review and submission to ensure correct entries
  • Responsible for driving the growth of revenue and profit originating from a call center
  • Proven ability to meet performance, efficiency, and quality assurance targets
  • Monitoring of individual and team results to identify and act on both positive and negative performance
  • Communicate key messages effectively to ensure that direct reports are informed of process changes
  • Provide regular feedback to supervisors regarding performance wins and areas of opportunity
  • Work with other departments in the organization, such as quality assurance, training, IT, and recruiting
  • Develop and audit quality assurance strategies to ensure the delivery of world-class service
  • Determining work procedures, preparing work schedules, and expediting workflow
  • Responsible for hiring, coaching, and terminating call center employees
  • Be a subject matter expert on your client's business
  • Manage remote employees as needed
  • Other duties and responsibilities as assigned


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