Leadership Role in Customer Experience
3 weeks ago
The Call Center Supervisor will oversee a team of 20-25 student call center agents, ensuring exceptional customer experiences and fostering a culture of excellence. This pivotal role requires strong leadership skills, effective communication, and the ability to analyze complex situations and implement solutions.
Key Responsibilities
- Lead and manage a team of student call center agents, providing guidance and support to meet performance metrics.
- Monitor, coach, and provide feedback to meet quality, productivity, attendance, compliance, and disciplinary standards.
- Administer daily schedules and attendance for the agent team.
- Coach and develop direct reports to exceed call center goals.
- Resolve escalated customer concerns while balancing superior service with fiscal responsibility.
Requirements
- Bachelor's or associate degree required.
- 3 years of experience in a call center or customer service role.
- Proven track record of leading teams and managing complex projects.
- Excellent communication and interpersonal skills.
- Able to work independently and in a fast-paced environment.
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