Call Center Supervisor - Savers / Value Village

Description

Summary:

Reporting to the Operations Manager, this individual provides front line leadership directing 5-15 Customer Service Representatives supporting the day-to-day operations of call center operations in the areas of outbound, inbound, quality assurance, customer/donor services, or other related operational activity. The Call Center Supervisor utilizes generally accepted team leadership methods and approved procedures to achieve expected quality, productivity and throughput.

Essential Job Functions:

• Supervises, coordinates, directs, and monitors staff activities to ensure that prompt, courteous, and accurate responses are provided to donors
• Monitors team production, efficiency and quality metrics and provides feedback to the Team Manager on performance compared to expectation
• Handles complex and escalated customer service issues
• Provides training and coaching support to reinforce successful team member behaviors and identify opportunities for performance improvement
• Conducts monthly touch base meetings with each team member regarding their previous month’s performance
• Prepares and delivers performance reviews for assigned team members

• In conjunction with Quality Assurance, ensures adherence to departmental and/or call/service center policies, procedures, and practices
• Creates and maintains a positive, respectful work environment for the team members
• Prioritizes and assigns work to team members and initiates corrective measures to resolve problems including attendance and work schedules when needed

Required Knowledge, Skills and Abilities:
 

• Communicates effectively, cooperatively and persuasively
• Nurtures a cooperative, team-oriented environment
• Treats all team members and donors with respect and dignity
• Prioritizes and executes tasks within a fast-paced environment
• Ability to develop, evaluate and motivate team members
• Exceptional problem-solving skills
• Working knowledge of call center technologies such as dialer, IVR, ACD, and workforce management
• High level organizational skills and attention to detail
• Excellent written and verbal communication skills

 Minimum Required Education, Training and Experience:

• High School Diploma and two (2) or more years of experience in a high-volume call center environment
• Two (2) or more years of experience in a supervisory role preferred
• Experience in a blended call center, inbound and outbound call handling, a plus
• Proficiency in MS Office and Internet Explorer
• Flexibility in schedule which may include nights, weekends, and holidays

Physical Requirements:

• Must be able to sit, stand and walk for extended periods of time

FLSA Status

• Non-Exempt

Tools and Equipment Used:

• Laptop or desktop computer, phone, headset, webcam

Travel:

• No travel required

Work Address:

• Remote

Savers is an E-Verify employer.