Call Center Supervisor

23 hours ago


Kennedy Space Center, United States Air Pros Full time
About the Role

Air Pros USA is seeking a highly skilled Call Center Supervisor to join our team in Orlando. As a key member of our marketing success team, you will be responsible for managing and overseeing the activities of our call center employees, ensuring goals are met, and excellent customer service is provided to our potential and existing customers.

Key Responsibilities
  • Manage up to 15 on-site Call Center Representatives
  • Create and implement inbound & outbound call center strategies, and set targets
  • Track employee results, provide feedback, and guide them to improve
  • Hire and train new employees, and coach them on how to serve our customers best
  • Create schedules to keep employees busy and avoid downtime
  • Answer questions, and guide employees through difficult calls
  • Ensure a friendly and motivating culture
  • Prepare monthly, quarterly, and annual reports
  • Ensure employees adhere to the company's policies and procedures
Requirements
  • High school diploma or equivalent, Bachelor's preferred
  • At least 3 years or more experience in a Supervisory role in a Call Center
  • Experience with coaching, training, and motivating employees is required
  • Experience with CRM systems, automated dialers, reporting, and omnichannel communication
  • Proficient with MSO Suite including Excel
  • Be an Example through Leadership
  • Ability to Multitask, Problem solve & work with a hands-on approach
  • Performance Evaluations for your team
  • Inside sales experience is a bonus
  • Reliable transportation to work
  • Must pass a Background Check & Drug Test
About Air Pros USA

Air Pros is a fast-growing industry leader in both Residential and Commercial HVAC contracting. We pride ourselves on customer service, quality of service, and customer experience. If you want to be part of something bigger than just a job, make this career move and find exactly what you're looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.



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