Call Center Supervisor

2T Consulting

Dallas, TX

Posted On: Nov 11, 2023

Posted On: Nov 11, 2023

Job Overview

Job Type

Contract - Independent, Contract - W2, Full-time

Experience

3 - 5 Years

Salary

$20 Per Hour

Work Arrangement

On-Site

Travel Requirement

0%

Required Skills

  • Customer Service
  • Supervisory
  • Call Center
Job Description

Responsibilities:

  • Process/Functional Skills: 
  • Team Leadership: Lead, motivate, and supervise a team of call center agents to ensure high-quality customer service, productivity, and adherence to company policies and procedures.
  • Performance Management: Monitor and evaluate the performance of call center agents, providing regular feedback, coaching, and support to improve performance and achieve KPIs.
  • Call Monitoring: Review and assess call interactions to ensure that agents maintain a high level of professionalism, customer service, and compliance with company standards.
  • Scheduling: Create and manage agent schedules to ensure proper coverage during peak call hours and adherence to break schedules.
  • Training and Development: Identify training needs and assist in the development of training programs to improve the skills and knowledge of call center agents. Conduct onboarding for new hires.
  • Quality Assurance: Establish and maintain quality assurance procedures to ensure consistent and exceptional customer service delivery. Identify areas for improvement and implement corrective action.
  • Data Analysis: Collect and analyze call center data, including call volume, response times, and customer satisfaction metrics. Use data-driven insights to improve operations.
  • Conflict Resolution: Address and resolve customer and employee issues and complaints. Escalate complex cases to higher management as needed.
    Documentation and Reporting: Maintain accurate records, reports, and documentation of call center activities, including performance metrics and agent evaluations.
  • Compliance: Ensure compliance with industry regulations, company policies, and data security standards. Stay up-to-date with relevant laws and regulations.

Behavioral Skills: 

  • Communication: Excellent written and verbal communication  
  • Leadership: ability to coordinate, motivate and provide guidance to the teams. 
  • Risk Management: The ability to analyze, prioritize, and minimize the amount of risk an initiative, program, or project may cause. 
  • Analytical problem solving: The ability to identify and address potential issues, keep up with technology, and improve software quality. 
  • Time management: The ability to prioritize tasks and meet delivery deadlines. 

Job ID: 2C230248


Posted By

Shayne

Sr. Recruiter