Call Center Supervisor

1 week ago

Centralia, United States Robert Half Full time
Job DescriptionJob DescriptionWe are in search of a Call Center Supervisor to join our team in Dallas, Texas. This role offers a long term contract employment opportunity in the industry. As a Call Center Supervisor, you will be tasked with various responsibilities aimed at enhancing customer experiences, supervising a diverse workforce, and driving performance within the call center operations service area.

Responsibilities:
• Assist in managing transition services agreements for the call center, ensuring performance, customer, and regulatory metrics are met.
• Contribute to the development of local Call Center operations, working in collaboration with labor partners and other key stakeholders.
• Supervise and coach a culturally diverse workforce to ensure tasks are carried out in accordance with end-to-end processes.
• Monitor and record the performance of staff, providing timely feedback on issues relating to sickness, discipline, and performance levels.
• Identify, support, and execute performance improvement initiatives within the call center.
• Foster an engaging climate to ensure motivation, participation, and opportunities for sustained and continued employee engagement.
• Monitor Service Level targets, Key Performance Indicators, and Risk to ensure compliance.
• Promote and implement procedural best practices to ensure compliance with policies and regulatory requirements.
• Use sound judgment in making decisions that impact productivity and cost.
• Ensure the team operates using safe work practices.• Proficient in Microsoft Office Suites, including Microsoft Word, Microsoft Excel, and Microsoft PowerPoint
• Experience in supervising, planning, and executing procedures and policies
• Strong customer service skills
• Ability to report, track, and improve key performance indicators (KPIs) and other metrics
• Knowledge of hiring processes and compliance functions
• Proficiency in English and Spanish languages
• Familiarity with workstation support and 'About Time' software
• Strong phone presence and experience in a call center environment
• Ability to ensure compliance with company policies and regulations
• Excellent skills in stakeholder and partner management
• Experience in improving productivity and efficiency in a team setting
• Ability to train and support team members in their roles.

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