Call Center Supervisor

Direct Customer Service Representatives and Leads by supervising, training, and providing work direction to ensure prompt, knowledgeable, and courteous service. Monitor and evaluate staff performance to identify trends, analyze staffing levels for efficiency, and make recommendations regarding transfers, promotions, and discipline. Coach employees on ongoing improvement while maintaining attendance records and reviewing daily reports to set performance goals and implement action plans. Accept escalation calls that CSRs or Leads cannot resolve and actively assist with taking calls when needed. Communicate new procedures, customer needs, and company changes to ensure full staff awareness.