What are the responsibilities and job description for the Call Center Supervisor - San Antonio position at OneTouch Direct?
Join our dynamic team at OneTouch Direct, a leader in providing comprehensive contact center solutions to Fortune 500 companies. We pride ourselves on delivering exceptional service while cultivating a supportive and engaging workplace culture. We are currently seeking an experienced Call Center Supervisor to oversee our operations and be a pivotal part of our continued growth.
As a Call Center Supervisor, you will be responsible for managing a team of customer service agents, ensuring optimal performance, and maintaining high levels of employee engagement. You will play a crucial role in driving key performance indicators and contributing to our mission of excellence in service delivery.
Key Responsibilities:
- Lead and supervise a team of call center agents, ensuring adherence to policies and optimum performance.
- Monitor, analyze, and report on team performance metrics, identifying areas for improvement.
- Conduct regular coaching sessions and training to foster employee development and motivation.
- Develop and implement strategies to achieve performance targets and enhance operational efficiency.
- Ensure high levels of customer satisfaction through effective management of service delivery.
- Handle escalated customer queries and resolve complex issues as they arise.
- Collaborate with upper management to align departmental goals with organizational objectives.
- 2 years of supervisory experience in a call center environment
- Strong leadership and team management skills
- Exceptional verbal and written communication abilities
- Ability to analyze data and make informed decisions
- Knowledge of call center operations and metrics
- Proficiency in call center management software and Microsoft Office
Preferred Qualifications:
- Bachelor’s degree in business administration or a related field (preferred)
- Bilingual abilities are a plus
Join us at OneTouch Direct, where you can drive positive change, inspire your team, and make a difference in the lives of our customers!
- Full time. 40 hours per week schedule with overtime opportunities!
- Great pay. Hourly base salary benefits!
- Training. Paid training & development
- Benefits. Health Care Plan (Medical, Dental & Vision)
- Growth. Opportunity for professional and personal growth
- Culture. Diverse, welcoming culture with Employee Resource Groups and positive upbeat work environment
