Customer Service Call Center Supervisor

4 days ago

Dallas, Texas, United States MOHAMMED AZEEM UDDIN Full time $52,000 - $72,000 per year

Job Title: Supervisor, CSC (Contract to Hire)

Shift: 1:00 PM – 9:30 PM

Work Week: Tuesday – Saturday

Location: 3801 Main Street Dallas, TX 75246 USA

Job Summary:

  • The Supervisor, CSC Dispatch oversees the daily operations of the customer service center, including hiring and disciplinary actions.
  • Monitors call volumes, productivity, and Quality Reviews. Handles escalated and overflow calls as needed.
  • Managerial experience
  • Ability to identify, understand, and measure core competencies and performance metrics
  • Supervise, coach, and develop staff
  • Foster a positive environment
  • Handle escalations
  • Collaborate with leadership to implement new technologies, processes, and service initiatives

Essential Functions of the Role:

  • Oversee daily operations of the department, including workload flow, delegating assignments, and managing employee issues as they arise
  • Supervise time and attendance issues
  • Serve as liaison with other departmental and vendor contacts
  • Collaborate on employment decisions, including hiring, firing, and disciplinary actions
  • Provide input and feedback on performance reviews
  • Monitor dashboards/reports to ensure Specialists are available/ready
  • Respond timely to internal and external email correspondences
  • Complete weekly statistical reports and daily collection reports as needed
  • Review and monitor Quality Review scores for staff
  • Handle and resolve escalated and overflow calls
  • Ensure internal departmental metrics are met and maintained

Key Success Factors:

  • Associate's degree preferred
  • Ability to make tactical decisions around allocation and direction of work using established guidelines, policies, and procedures
  • Ability to make effective hiring and termination recommendations
  • Ability to train and evaluate performance of staff
  • General computer skills (Microsoft Office, scheduling/payroll systems, electronic documentation, email)
  • Ability to multi-task in a fast-paced environment
  • Strong telephonic communication skills
  • Written and verbal communication skills
  • Conflict resolution skills
  • Must follow accounts through to completion

Job Type: Contract

Pay: $ $27.00 per hour

Benefits:

  • Health insurance
  • Paid time off

Application Question(s):

  • Are you comfortable with the working schedule (Shift: 1:00 PM -9:30 PM)

Experience:

  • Call center: 1 year (Preferred)

Work Location: In person

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