Remote - Call Center Supervisor

Grand Circle Corporation is seeking an experienced and dynamic Virtual Call Center Supervisor with a strong background in managing remote teams.

Benefits:

• Medical, Dental, Vision
• Life Insurances
• 401(K) with Matching
• PTO & Company Holidays

Responsibilities:

• Lead and supervise a team of remote customer service representatives, providing guidance, coaching, and support to ensure high-quality service delivery in a virtual environment.

• Monitor and evaluate call center performance metrics, such as call volume, average handle time, and customer satisfaction, and implement remote strategies to achieve and exceed targets.

• Handle escalated customer inquiries or complaints virtually, ensuring prompt resolution and maintaining high levels of customer satisfaction.

• Develop and implement virtual training programs to enhance the skills and knowledge of remote call center staff.

• Conduct regular virtual performance reviews and provide constructive feedback to team members, recognizing achievements and addressing areas for improvement.

• Collaborate with other departments, such as Sales and Operations, using virtual tools to ensure seamless coordination and resolution of customer issues.

• Stay updated on industry trends and best practices in virtual call center management and remote customer service.

Qualifications:

• Minimum of 3 years of experience in a call center or customer service supervisory role, with a strong preference for candidates with experience managing remote teams.

• Strong leadership abilities with a proven track record of successfully managing and developing remote teams.

• Excellent communication and interpersonal skills, with the ability to effectively interact with customers and remote team members.

• Solid understanding of call center operations and customer service principles, specifically in a virtual environment.

• Ability to work occasional evenings, weekends, and holidays to support the operational needs of the call center.