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Call Center Operations Supervisor

2 months ago

Buffalo, New York, United States The LaSalle Group Full time

Job Summary:

The LaSalle Group is seeking a highly skilled Call Center Operations Supervisor to oversee a team of collections specialists focused on delivering exceptional customer service. As a key member of our operations team, you will be responsible for managing an international team, ensuring compliance, and driving quality service while strategically growing the team.

Key Responsibilities:

  • Supervise, train, and motivate call center staff to achieve performance targets and deliver exceptional customer service.
  • Monitor and analyze call center metrics and performance reports to identify trends, areas for improvement, and training needs.
  • Develop and implement processes and procedures to enhance operational efficiency and customer satisfaction.
  • Handle escalated customer issues and complaints, providing solutions and ensuring resolutions are satisfactory.
  • Participate in hiring and onboarding processes, ensuring the call center is appropriately staffed and equipped to handle customer inquiries.
  • Conduct regular quality assurance checks and audits to ensure adherence to company standards and policies.
  • Prepare and present regular reports on call center performance, including key performance indicators (KPIs) and recommendations for improvements.
  • Collect and analyze customer feedback to identify opportunities for improvement and implement necessary changes.
  • Ensure that all operations comply with company policies, industry regulations, and legal requirements.

Requirements:

  • Bachelor's degree in Business Administration, Management, or a related field preferred.
  • 3+ years of experience in call center management or a similar role.
  • Experience in a business-to-consumer industry required.
  • Strong leadership, coaching, and motivational skills.
  • Ability to analyze data and generate actionable insights.
  • Proficiency in call center software and tools.