Call Center

Position Overview: As a Call Center Supervisor, you will play a pivotal role in ensuring the efficient and effective operation of our call center. You will be responsible for leading and managing a team of customer service representatives, driving exceptional customer experiences, and meeting performance targets. Your leadership and coaching skills will be crucial in motivating and developing your team to deliver outstanding service.  

• Medical
• Dental
• Vision
• Paid Time Off
• Matching 401K
• Holiday Pay

• Ensure that customer inquiries and issues are handled professionally and promptly.
• Resolve escalated customer concerns or complex issues.
• Maintain a high standard of service quality.
• Oversee daily call center operations, including call routing and scheduling.
• Create and maintain work schedules to meet service level agreements (SLAs).
• Monitor call volume and adjust staffing as needed.
• Generate and analyze reports on call center performance.
• Identify trends, areas for improvement, and opportunities for efficiency.

• Bachelor's degree or equivalent work experience preferred.
• Proven experience in a call center or customer service role.
• Previous supervisory or team leadership experience.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Proficiency in call center software and customer relationship management (CRM) tools.
• Familiarity with performance metrics and KPIs.
• Ability to work in a fast-paced and dynamic environment.
• Flexibility to work shifts, including evenings and weekends as required.