Call Center Customer Service Supervisor
On-siteKilleen, Texas, United States
Job Summary
Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling, coaching staff on processes, and developing reports on best practices. Manage metrics, performance criteria, and policies to improve productivity while driving revenue growth and profit from the call center. Direct workforce management activities, set performance goals, and determine work procedures and schedules. Responsible for hiring, coaching, and terminating employees, conducting weekly payroll reviews, and auditing quality assurance strategies. Provide regular feedback on performance wins and areas of opportunity, communicate process changes, and collaborate with departments including quality assurance, training, IT, and recruiting. Monitor individual and team results to identify positive and negative performance trends.
Required Qualifications
- Minimum of 3-years of total call center experience or 1-year of call center management experience
- Associate's degree or equivalent combination of education and relevant work experience
- Exceptional interpersonal & communication skills
- Strong supervisory experience including staff development
- Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
- Demonstrated ability to drive sales through the actions of others
- Superior knowledge of call center tools and technology used to manage KPIs and SLAs
- Possess practical conflict resolution skills (both customer and agent conflict)
- Proven leader with advanced time management, planning, organizational and multitasking skills
- Ability and eagerness to learn new products and system
- Ability to work in a professional, fast-paced environment
- Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
- Clear, concise and practical communication skills (both oral and written)
- A solution-oriented and positive mindset that openly embraces change and stretches goals
- Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues
- An ability to hold team members accountable for job performance including adherence, KPI's, and process
- The ability to thrive in a fast-paced, ever-changing, and high-pressure environment
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Prior experience in management, supervisor, or customer service leadership
- Military, local, state or federal government experience
- Graduation from an accredited two-year or four-year college or university
- Experience managing both remote and on-site reports
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to drug screening
- Subject to the program and location of the position
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