What are the responsibilities and job description for the Call Center Supervisor position at ExecuSource?
ExecuSource is seeking a motivated Call Center Supervisor to work with a prestigious home and light commercial servicing company in Richardson, Texas.
Contract-to-hire : This role will convert after 3-5 months
Location : FULLY ONSITE in Richardson, TX
Pay : $50,000-$65,000 per year plus annual bonus opportunity
Benefits : Medical, Dental, Vision, Retirement, and more.
NEED TO BE AVAILABLE WEEKENDS
Qualifications :
5 years in customer service
3 years call center leading, supervising, managing
Key Responsibilities
Ensure Customer Support agents meet or exceed product and service quality standards, as well as key performance indicators (KPIs).
Oversee all customer interactions, including service requests, appointment scheduling, cancellations, complaints, and billing inquiries, with professionalism and a focus on one-call resolution.
Drive performance in inbound / outbound call handling KPIs, such as customer retention, renewal conversions, booking rate, service levels, and abandonment rates, to meet and exceed company objectives.
Optimize workforce scheduling to maximize agent efficiency and productivity.
Support human resource functions by participating in hiring, training, performance management, coaching, and policy enforcement, as well as planning and reviewing compensation strategies, including bonus and incentive plans.
Conduct annual performance reviews for agents and Team Leads, setting development goals and career growth plans.
Address customer service issues proactively and implement corrective actions as needed, in coordination with local center management.
Collaborate with operations management to assess service center capacity and respond to local center needs.
Maintain up-to-date knowledge of company products, services, and promotions.
Work closely with Dispatch Teams to enhance scheduling accuracy and response times.
Partner with operational leadership to ensure effective resolution of customer disputes.
Analyze and report daily, weekly, and monthly call center performance metrics to drive improvements in team and business performance.
Be available 24 / 7 for emergency situations as needed.
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Call Center Supervisor?
Sign up to receive alerts about other jobs on the Call Center Supervisor career path by checking the boxes next to the positions that interest you.
