Call Center Supervisor - Full Time (Call Center LV)

Responsibilities

• Builds and leads a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations.
• Ensures agents are answering all incoming customer interactions efficiently, accurately, and professionally.
• Maintains consistent achievement of key performance metrics such as Service Levels, Abandonment, Adherence, Turnover, QA Monitor Scores, and other standards.
• Monitors agents' behaviors and provides constructive feedback to improve performance and morale.
• Conducts side-by-side meetings with agents to appraise performance and continually monitor, coach, and develop agents.
• Ensures agents meet or exceed department and company standards for adherence to policies and procedures.
• Measures, documents, and communicates agent performance and progress towards goal attainment for assigned team.
• Communicates issues and potential issues to management accurately and swiftly.
• Works to increase customer loyalty through advanced problem resolution, handling of escalated customer interactions, and mentoring agents.
• Rewards and recognizes agents via incentive programs to elevate productivity and achieve service goals.
• Manages low levels of turnover by motivating and inspiring the team.
• Generates new ideas and solutions on specific Call Center issues and participates in projects and process improvement initiatives.
• Interviews and hires staff, and handles other Human Resources tasks.

Requirements

• Three (3) years supervisor experience, three (3) years Guest Services, Hotel Front Desk, or contact center environment, or three (3) years of experience in customer service-related field.
• Intermediate level of knowledge of Microsoft Office programs (Excel, PowerPoint and Word).
• Three (3) years of previous LMS experience.
• Must be able to type, work independently, and take initiative with minimal supervision.
• Highly motivated, proactive individual with strong motivational skills.
• Strong knowledge of customer care processes and techniques, including the ability to handle and resolve customer complaints and ensure customer satisfaction.
• Ability to read, write, speak, and understand English, with excellent written and verbal communication skills.
• Able to maintain a flexible working schedule, be dependable, and punctual.

Qualifications

• High school diploma or equivalent required.
• Intermediate level of knowledge of Microsoft Office programs (Excel, PowerPoint and Word).
• Three (3) years of previous LMS experience.
• Must be able to type, work independently, and take initiative with minimal supervision.
• Highly motivated, proactive individual with strong motivational skills.
• Strong knowledge of customer care processes and techniques, including the ability to handle and resolve customer complaints and ensure customer satisfaction.
• Ability to read, write, speak, and understand English, with excellent written and verbal communication skills.
• Able to maintain a flexible working schedule, be dependable, and punctual.

Skills

• Customer service skills.
• Team building and motivational skills.
• Problem-solving abilities.
• Microsoft Office proficiency (Excel, PowerPoint and Word).
• Previous LMS experience.
• Ability to handle and resolve customer complaints.
• Flexible scheduling and dependability.

About the Role

The Call Center Asst. Manager is responsible for the daily supervision of Call Center Agents under Teleservices teams and ensures customer interactions are handled in a helpful, friendly, upbeat, and professional manner. They build and lead a high-performing team to achieve and exceed service delivery and customer expectations, manage team performance, and contribute to customer retention and loyalty.