Call Center Sales 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. Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously while driving revenue and profit growth. Direct workforce management activities, set performance goals, and determine work procedures and schedules. Coach and develop staff on customer service processes, provide regular feedback on wins and areas of opportunity, and handle hiring, coaching, and terminating employees. Monitor individual and team results to identify performance issues and act accordingly. Audit quality assurance strategies to ensure service delivery standards. Collaborate with departments including quality assurance, training, IT, and recruiting. Submit weekly payroll reviews to ensure correct entries.
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
Desired Qualifications
- Military, local, state or federal government experience is a plus
- Graduation from an accredited two-year or four-year college or university is a plus
- Experience managing both remote and on-site reports is a plus
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
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