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Customer Service Supervisor
2 months ago
Job Summary:
The Call Center Outbound Supervisor will oversee and coordinate the activities of the outbound customer service team. This role is responsible for building, developing, and leading a team of outbound CSRs focused on reaching out to potential customers to book jobs and handling incoming leads from third-party sources.
Key Responsibilities:
- Lead and manage outbound call campaigns, ensuring proactive outreach to potential customers to generate bookings.
- Prioritize incoming leads from third-party sources, ensuring timely follow-up to maximize booking opportunities.
- Ensure outbound calls and lead management are aligned with company goals and targets.
- Address customer inquiries regarding company policies and procedures.
- Resolve customer complaints or escalated disputes, providing appropriate solutions in a timely manner.
- Oversee the work of outbound customer service employees to ensure adherence to quality standards, deadlines, and best practices.
- Monitor and evaluate performance metrics such as call volume, booking success, and conversion rates.
- Ensure the team consistently meets monthly KPIs and booking targets.
- Provide ongoing training, coaching, and guidance to outbound CSRs, helping them handle difficult or complex customer interactions.
- Conduct regular performance evaluations, addressing areas for improvement and recognizing strong performance.
- Lead recruitment efforts, assist with interviews, and support the selection of new hires.
- Collaborate with the operations and sales teams to align outbound efforts with business objectives and ensure technician schedules are fully booked.
- Update or develop outbound call scripts, procedures, and training materials to enhance efficiency and service quality.
- Review and compile reports on call activity, booking rates, and lead performance to monitor team effectiveness.
- Maintain accurate records of staff schedules, performance reviews, and lead management activities.
- Assist in the preparation of work schedules, ensuring proper coverage for outbound campaigns.
- Implement corporate or departmental policies, procedures, and service standards in line with company guidelines.
- Recommend staffing decisions or procedural changes to management as needed.
Requirements:
- Minimum of 3 years of experience in a supervisory role, preferably in an outbound or sales environment.
- 5+ years of experience in customer service or call center operations.
- Proficiency in Microsoft Office Suite.
- Experience with CRM software and outbound dialing systems.
Work Environment:
Typical office environment.
