Call Center Team Lead

1 month ago


Akron, Ohio, United States Epiphany Management Group Full time
Job Title: Call Center Supervisor

About the Role:

The Call Center Supervisor is a key member of our team, responsible for overseeing the day-to-day operations of our call center. This includes managing a team of helpdesk technicians, providing support to ensure exceptional customer service, and working closely with leadership to develop policies and procedures.

Key Responsibilities:

  • Supervise a team of helpdesk technicians and provide guidance to ensure they provide top-notch customer service.
  • Monitor and evaluate helpdesk technicians' performance to ensure adherence to department procedures and company policies.
  • Establish performance goals and provide coaching and feedback to helpdesk technicians to improve their performance.
  • Interview, hire, and schedule new helpdesk technicians to ensure proper staffing levels.
  • Schedule staff and track attendance to ensure efficient workflow in the department.
  • Handle disciplinary issues in a timely and appropriate manner to ensure adherence to department and company policies.
Requirements:

  • Minimum of one year of experience managing a call center.
  • Proficiency in MS Word, Excel, and PowerPoint.
  • Ability to work independently and as a team member.
  • Creative thinking and problem-solving skills.
Work Environment:

This role is a hybrid work environment, with the goal of being 100% remote once all new hire training is completed. The call center is open 24/7, and typical work hours will vary to cover shifts. Overtime may be required on an as-needed basis. This position will occasionally require travel to provider sites.

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