Call Center Supervisor
About Our Client
The organization operates within the customer service and financial services industry, focusing on supporting various business segments with professional customer service management. It addresses the need for effective remote customer service operations by providing employee-focused work environments and comprehensive support to its associates. The organization emphasizes open communication and ongoing development, impacting customers through its dedicated service teams.
About the Opportunity
The Call Center Supervisor is responsible for overseeing daily operations and managing teams assigned to specific clients or business segments. The role focuses on developing associate performance, ensuring customer service quality, and meeting production goals. This position is crucial for maintaining operational standards and compliance while contributing to the organization's overall service delivery and client satisfaction.
Responsibilities
- Manage team selection, training, coaching, and performance evaluations
- Oversee daily operations for assigned clients or business segments
- Ensure teams meet monthly production and quality goals
- Monitor and report key performance indicators to senior management
- Assist in hiring processes
- Provide constructive feedback and conduct performance reviews
- Handle switch and complaint calls as needed
- Conduct operational training for new hires
- Achieve client service level agreements
- Ensure compliance with federal and state laws
- Maintain expert knowledge of industry standards and regulations
Requirements
- Bachelor's degree preferred or equivalent work experience
- At least one year of management experience in a related field
- Strong knowledge of industry laws and regulations preferred
- Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
Pay
Salary starting at $48,000, depending on experience
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k)
- Paid Time Off