Inbound Call Center Supervisor

A Supervisor in Training serves as a floor leader and reports directly to our Director of Operations. Supervisors are tasked with ongoing maintenance and support of the Customer Service Representatives and the Call Center. While expected to physically monitor the CSR workflow and performance, Supervisors are responsible for handling calls during each work shift, when we have a surge in call volume.

Supervisors are responsible for disciplinary actions for the agents, and request that an agent leave the floor or be suspended, with reason. Extensive training is provided on client accounts and leadership. Other tasks include but are not limited to:

• Reviewing Email Communications to keep abreast of latest policies and procedures ensure that assigned CSRs have been made aware of any policy/ procedure changes

• Working with our Quality Assurance Department to review call documentation and agent performance.
• Reviewing CSRs message tickets and call performance to provide coaching and supplemental training.
• Monitoring workflow, assign breaks
• Handling escalated calls to assist callers with detailed issues or correct CSR-provided information. Supervisor should make every effort to explain the resolution to the CSR so that future similar calls may be handled by CSR.
• Handling other calls, email or SMS messages as required by call volume or workflow
• Monitoring and assisting in the development of work schedules. The ability to handle call-ins and prepare alternate schedules in case of illness or scheduling conflicts. Supervisors must also assist Operations Manager in ensuring that shifts are adequately staffed to meet call center needs.
• Monitoring CSR performance and work skills
• Observing CSR’s ability to navigate screens, provide correct info, adhere to schedule, tone of voice, and other criteria.
• Monitoring and controlling call queue to ensure efficient call flow. Ensure that CSRs are in “ready state” and actively engaged in work.
• Monitoring schedule adherence: CSRs signing in and out properly, taking breaks at approved time, limiting wrap-up time, etc.
• Monitoring CSR call performance to ensure that CSRs are meeting call quota & service levels
• Reviewing CSR message tickets and random calls (live) for accuracy and other metrics

• Coaching and mentoring teams of agents on improvements needed; providing additional ongoing training as needed. Documenting coaching and training sessions; including date of session, subject matter, and date by which the CSR should be certified in the topic.

MUST BE AVAILABLE TO WORK A MINIMUM OF 35 HOURS PER WEEK BETWEEN THE HOURS OF 2PM -10PM or 10PM - 6AM; Sunday - Saturday.

Requirements

Minimum 2 years of college

3 years of Supervisory experience in an inbound Call Center setting

2 years leadership in a customer service role that is not a retail call center

Spanish fluency a plus.

**Salary commensurate with experience.

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 30 per week

Benefits:

• 401(k)
• Flexible schedule
• Paid time off
• Tuition reimbursement

Schedule:

• 8 hour shift
• Weekends as needed

Work Location: In person

Salary : $20