Call Center Supervisor

Job Type

Full-time

Job Summary:

The Call Center Operations Customer Service Supervisor is responsible for overseeing and supporting customer service employees to ensure high-quality service delivery. This role involves hiring and training new employees, monitoring team performance, handling escalated customer inquiries, and ensuring compliance with company policies and service standards. The Supervisor will also conduct performance evaluations, implement process improvements, and contribute to departmental goals.

Key Responsibilities:

Team Leadership & Employee Development:

• Hire, train, and onboard entry-level customer service employees.
• Provide coaching, mentorship, and ongoing development to team members.
• Organize and oversee employee schedules to ensure efficient coverage and productivity.
• Conduct timely and constructive performance evaluations.
• Handle disciplinary actions and terminations as needed in accordance with company policies.

Customer Service Operations & Quality Assurance:

• Supervise a team of customer service representatives, ensuring adherence to company guidelines and quality standards.
• Monitor and review calls, emails, and other customer interactions to maintain service excellence.
• Ensure representatives stay informed about changes to company products, services, and policies.
• Collect and analyze customer feedback, complaints, and inquiries to identify trends and areas for improvement.
• Maintain and develop knowledge-based documents, including FAQs and training materials.

Process Improvement & Reporting:

• Identify opportunities to enhance customer service procedures and make recommendations to leadership.
• Prepare and submit monthly performance reports summarizing key metrics and team achievements.
• Assist with budget preparation and resource allocation for the Customer Service department.
• Collaborate with other departments to enhance overall customer satisfaction and efficiency.

Additional Responsibilities:

• Act as a point of escalation for complex customer issues, ensuring timely resolution.
• Support the implementation of new customer service initiatives and strategies.
• Perform other duties as assigned by management.

Required Skills & Qualifications:

• Speaks fluent English and Spanish.
• Leadership & Coaching: Strong supervisory skills with the ability to develop and motivate a high-performing team.
• Communication: Excellent verbal and written communication skills for effective interaction with employees and customers.
• Customer Service Expertise: In-depth knowledge of customer service principles, procedures, and best practices.
• Problem-Solving: Ability to resolve customer issues professionally while maintaining a positive and calm demeanor.
• Organizational Skills: Strong attention to detail with the ability to manage schedules, reports, and multiple tasks efficiently.
• Technical Proficiency: Proficient in Microsoft Office Suite and other customer service-related software.

Education & Experience:

• Bachelor’s degree preferred.
• At least 3 years of customer service experience is required.
• Previous supervisory experience preferred.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance