CALL CENTER SUPERVISOR
On-siteLafayette, Louisiana, United States
Job Summary
Monitor and manage Customer Service Representatives during shifts, handling escalated calls, emails, and SMS messages when volume surges occur. Conduct random quality assurance reviews of live calls and message tickets to coach agents on accuracy, tone, and adherence to policies. Maintain call queue efficiency by ensuring agents remain in a ready state and actively engaged. Enforce disciplinary actions, including hiring, firing, and suspending agents as needed, while overseeing schedule development and monitoring adherence to breaks and wrap-up times. Participate in technical training to perform system maintenance and occasionally serve as a second-level responder for new accounts. Document all coaching sessions and training certifications to track agent progress.
Required Qualifications
- Ability to handle calls during each work shift when there is a surge in call volume
- Ability to participate in technical training sessions to perform maintenance and operational tasks on various call center systems
- Authority to hire and fire agents
- Authority to request that an agent leave the floor or be suspended with reason
- Ability to conduct random Quality Assurance Reviews of CSRs message tickets and call performance
- Ability to handle escalated calls to assist callers with detailed issues or correct CSR-provided information
- Ability to handle other calls, email or SMS messages as required by call volume or workflow
- Ability to monitor and assist in the development of work schedules
- Ability to handle call-ins and prepare alternate schedules in case of illness or scheduling conflicts
- Ability to ensure shifts are adequately staffed to meet call center need
- Ability to monitor CSR performance and work skills
- Ability to observe CSR's ability to navigate screens, provide correct info, adhere to schedule, tone of voice, and other criteria
- Ability to monitor and control call queue to ensure efficient call flow
- Ability to ensure CSRs are in 'ready state' and actively engaged in work
- Ability to monitor schedule adherence: CSRs signing in and out properly, taking breaks at approved time, limiting wrap-up time, etc.
- Ability to monitor CSR call performance to ensure that CSRs are meeting call quota & service levels
- Ability to review CSR message tickets and random calls (live) for accuracy and other metrics
- Ability to coach and mentor teams of agents on improvements needed
- Ability to provide additional ongoing training as needed
- Ability to document coaching/ training sessions including date of session, subject matter, and date by which the CSR should be certified in the topic
- Ability to serve as second-level responder for issues and new accounts
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