Contact Center Supervisor - HumanHire

We are seeking an experienced call center professional to join our client’s team in their customer service department.

As a Call Center Supervisor, you will play a key role in ensuring the efficient and effective operation of our client’s call center, providing leadership to a team of customer service representatives.

What's in it for you:

• Pay: $60,000 - $65,000/yr
• Schedule: Monday - Thursday 8AM-4:30PM, 9:30AM-6PM, or 11:30AM-8PM on a rotating basis, Friday 9:30AM-6PM, 1 Saturday per month 9AM-2PM
• Environment: Lively workplace with team-building events!

Responsibilities:

• Supervise and manage a team of call center agents.
• Provide guidance, coaching, and mentorship to team members to improve performance and achieve goals.
• Monitor individual and team performance using key performance indicators (KPIs) such as call volume, average handle time, first call resolution, and customer satisfaction scores.
• Develop and deliver training programs for new hires as well as ongoing training for existing team members.
• Conduct quality monitoring and evaluations of calls to assess agent performance and adherence to scripts and procedures.
• Provide feedback and coaching to agents based on quality evaluations to improve customer interactions.
• Coordinate schedules, breaks, and time off requests for call center agents.
• Generate and analyze reports on call center performance metrics, trends, and key insights.

Qualifications:

• Experience in a call center environment, ideally 1-2 years in a team lead/supervisory role
• Familiarity with KPI's & quality assurance
• High school diploma, Associates/Bachelors degree preferred

If interested, please apply to this posting with your resume and if qualified, a recruiter will be in contact within 48 hours. Thanks!