Customer Support and Call Center Supervisor

4 weeks ago


West Palm Beach, Florida, United States Express Employment Professionals Full time
Job Description

As a Customer Support and Call Center Supervisor, you will oversee the day-to-day operations of the call center and office staff. This includes hiring, training, and monitoring employees, as well as responding to customer requests and complaints in a friendly manner. You will work closely with the Operations Manager to ensure all processes and procedures are adhered to. The ideal candidate will have a 2 to 4-year degree in business management and prior experience in a supervisorial or management position. Previous call center or customer service experience and being bi-lingual are a plus. Responsibilities:

  • Help promote a company culture that encourages top performance and high morale.
  • Maintain staff by orienting, training, and developing personal growth opportunities.
  • Oversee staff levels, wages, hours, timeclock, and contract labor.
  • Monitor credit card, ACH, and other payables daily to ensure payment process completeness.
  • Communicate customer issues with the operations team and devise ways of improving the customer experience.
  • Oversee task assignments daily, execution, and completeness to comply with company guidelines.
  • Lead generation and lead follow-up daily on incoming calls during downtime.
  • Perform administrative office tasks.
  • Monitor calls, payments, signed agreements, and closed calls ratio regularly.
  • Develop departmental goals and reward program to help motivate the team.


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