Outbound Retention Supervisor

Support Services Group is seeking a dynamic and results-driven Supervisor to spearhead the transformation of our Outbound Retention team. The ideal candidate will have a strong leadership background with proven experience in driving performance, developing high-performing teams, and fostering a culture of continuous improvement. This is a unique opportunity for a seasoned leader to shape the future of our team and contribute to the overall success of our business.

The primary objective of The Call Center Supervisor is to implement policies and procedures to foster an environment of excellence in servicing our customers.

This includes leading and managing a team of Call Center agents, interaction with client organization and multiple stakeholders, delivering a high-quality Call Center operation meeting and exceeding all service level agreements and KPIs, driving operational excellence and building competencies for delivery.

As a Call Center Supervisor at Support Services Group, this is your opportunity to:

• Be responsible for directly managing a staff of associates

• Implement a daily operations governance process to analyze, prioritize and deliver daily, weekly, monthly targets

• Collaborate with site leadership in creating Call Center reports (production, productivity, priority and forecasting) to meet and exceed all production Service Level Agreements (SLA)

• Collaborate with leadership and quality team to understand and establish a robust Quality program - to measure, analyze, root cause analysis and take and take Corrective Actions as needed

• Establish a transparent communication plan with Call Center leadership to address issues, concerns and take preventive measures to avoid service quality issues ·

• Ensure setting smart goals for team members and provide regular feedback, appraisal and coaching to ensure performance

• Be responsible for managing personnel matters like attendance, holidays, PTO, sick days, approve hours for payroll, shift timings etc. with the prime objective of meeting and exceeding customer deliverables

• Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating Procedures (SOPs) are adequate for the needs of the operations teams, review them periodically for updates and enhancements and ensure version control and client approvals

Additionally:

• Assist with Call Audits when necessary

• Conduct call listening and assess the call based on quality forms provided

• Ensure that information provided during the call done by the agents are accurate

• Timely and accurate completion of standard and advanced quality forms, reports and analysis

• Complete ad hoc reports as requested

• Adhere to call audit targets

• Attend and participate in quality calibration session

• Provide immediate education, report error trends and propose action plans to mitigate errors, as needed

Qualifications & Experience:

• Minimum 2-3 years of experience in outbound sales and/or retention.
• Advanced spoken and written English.
  
• Share your resume in English.
  
• Previous supervisory experience is highly desirable.
• Degree or equivalent experience in business, marketing, or a related field is a plus.
• Ability to create reports and dashboards to monitor team performance, sales, and retention metrics.
• Strong written and verbal communication skills for interacting with team members, senior management, and customers.
• Ability to negotiate, influence, and build relationships with both customers and internal stakeholders.
• Familiarity with CRM systems, dialer systems, and sales automation tools.
• Proven track record in outbound sales, preferably in a supervisory role.
• Foster a positive, results-driven team culture focused on sales growth and customer retention.

Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers.  We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.