Contact Center Supervisor

Summary

We are searching for a dedicated, supportive Contact Center Supervisor who can coach and motivate call center representatives as they field calls from clients. The Contact Center Supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to agents.

To succeed as a Contact Center Supervisor, you should be focused on helping your team build necessary skills and knowledge, so they can better support customers. You should be supportive, communicative, and attentive.

Essential Duties and Responsibilities: Other duties may be assigned to meet business needs.

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
• Ensuring agents understand and comply with all contact center objectives, performance standards, and policies
• Answering agent questions regarding best practices or difficult calls
• Identifying operational issues and suggesting possible improvements
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
• Preparing reports and analyzing data to assist management as they determine contact center goals
• Working with other supervisors and management team members to support agents and maximize customer satisfaction
• Perform all other duties and or projects as assigned by a supervisor or manager
  
  

Requirements

• High School Diploma or equivalent, but more education, especially in management, is preferred
• Call center, customer service, and supervisory experience, required
• Proficiency with technology, especially computers, software applications, and phone systems
• Exceptional verbal and written communication skills
• Strong understanding of company products, policies, and services
• Ability to coach, train, and motivate employees and evaluate their performance
• Excellent problem solving, leadership, and customer service skills
• Analytical, efficient, and thorough
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours