Call Center Supervisor

3 weeks ago

Utica, New York, United States CABVI Full time
Job Description

CABVI is seeking a highly skilled and experienced Call Center Supervisor to oversee the day-to-day operations of our contact center team. As a key member of our team, you will be responsible for ensuring that our customers receive exceptional service and support. Your primary focus will be on supervising and guiding a team of customer service representatives to achieve key performance goals and objectives.

Key Responsibilities:

  • Supervise and coach a team of customer service representatives to ensure they are meeting performance standards and providing excellent customer service.
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Monitor and analyze customer feedback and complaints to identify areas for improvement.
  • Collaborate with other departments to ensure seamless communication and coordination.
  • Provide training and development opportunities to enhance the skills and knowledge of customer service representatives.
  • Conduct performance evaluations and provide constructive feedback to team members.
  • Identify and implement process improvements to increase efficiency and productivity.
  • Ensure compliance with company policies and procedures.

Requirements:

  • High school diploma or equivalent required; associate's or bachelor's degree in a related field preferred.
  • Minimum of 2 years of experience in a supervisory or management role in a contact center or customer service environment.
  • Proven track record of success in improving customer satisfaction and loyalty.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks and projects.
  • Strong analytical and problem-solving skills.
  • Ability to work effectively in a team environment.

Benefits:

CABVI offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We are an equal opportunity employer and welcome applications from diverse candidates.

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