What are the responsibilities and job description for the Call Center Supervisor position at Fybercom?
As a Call Center Supervisor at FyberCom, you are responsible for assisting and supporting call center staff in handling technical support, billing inquiries, and sales calls. Your role is to ensure that the team is performing efficiently and effectively in these key areas while providing exceptional customer service.
Additionally, you will be responsible for conducting weekly training sessions to enhance the team’s skills, address common challenges, and ensure adherence to company policies and best practices.
Key Responsibilities
Team Support & Performance Monitoring:
- Assist call center representatives with technical, billing, and sales-related customer interactions by providing real-time support.
- Monitor live calls and recorded interactions to ensure quality, accuracy, and adherence to company policies.
- Provide coaching and feedback to team members to help them improve their performance.
- Handle escalated customer issues that require supervisor intervention and resolution.
- Ensure that customer inquiries are resolved efficiently and correctly, minimizing repeat issues.
Training & Development:
- Conduct weekly training sessions to improve team knowledge and skillsets in technical troubleshooting, billing processes, and sales techniques.
- Develop and maintain training materials, guides, and resources to support staff development.
- Identify common knowledge gaps and implement strategies to address them.
- Provide ongoing support to ensure staff members stay up to date with service updates, system changes, and new policies.
Operational Oversight & Reporting:
- Track and analyze call center metrics to identify areas for improvement.
- Assist in maintaining accurate customer records and documentation for billing and service issues.
- Ensure call center staff meet performance benchmarks related to response times, sales targets, and customer satisfaction.
- Report performance trends and operational challenges to the Call Center Manager.
Performance Expectations
- Proactively support and mentor call center representatives in their daily tasks.
- Ensure high-quality customer interactions across technical, billing, and sales calls.
- Conduct engaging and effective training sessions each week.
- Actively monitor team performance and take corrective action when needed.
- Foster a positive and productive work environment for the call center staff.
Required Skills & Qualifications
- Prior supervisory or leadership experience in a call center or customer service environment.
- Strong knowledge of technical support, billing procedures, and sales techniques.
- Ability to troubleshoot technical issues and guide team members in resolving customer concerns.
- Excellent communication and coaching skills to train and mentor employees.
- Strong ability to analyze call center performance data and identify areas for improvement.
- Problem-solving skills to address escalated customer issues effectively.
- Ability to multitask and manage priorities in a fast-paced environment.
- Proficiency with call center software, CRM tools, and ticketing systems.
Work Environment & Expectations
- Call center-based role with significant hands-on interaction with team members.
- Requires active engagement in assisting with live calls, escalations, and coaching.
- Will involve regular performance evaluations and team development initiatives.
Job Type: Full-time
Pay: $58,656.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Evening shift
- Monday to Friday
- Night shift
- Weekends as needed
Work Location: In person
Salary : $58,656
