Call Center Supervisor - Global Agility Solutions

About the Role

Global Agility Solutions is currently hiring call center supervisors to join our stellar customer service team, enabling customer satisfaction and a positive service experience. The primary function of the call center supervisor is to coach and motivate call center representatives (CSRs) as they field calls from clients. You should be analytical, supportive, and prepared to function as a resource to agents, helping your team build the necessary skills and knowledge to better support customers.

Responsibilities

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards (KPIs), and policies.
• Answering agent questions and providing guidance and feedback.
• Identifying operational issues and suggesting possible improvements.
• Constructive participation in the creation of organizational policies and operating procedures.
• Assisting by taking escalated calls and helping customers as needed.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action if necessary.
• Preparing reports and analyzing data to assist management in determining call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.
• Devising ways to optimize procedures and keep staff motivated.

Requirements

• High school diploma or equivalent; bachelor's degree is preferred.
• Proven call center, customer service, or similar supervisory experience.
• A minimum of 1-3 years in customer service, preferably in call center experience.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Working knowledge of MS Office.
• Exceptional verbal and written communication skills.
• Proficient in English; bilingual (Spanish) is a plus.
• Ability to coach, train, and motivate employees and knowledge of performance evaluation procedures.
• Excellent problem-solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.

• Sit for long periods of time.
• Use hands to handle, control, or feel objects, tools, or controls.
• Repeat the same movements.
• Speak clearly so listeners can understand.
• Understand the speech of another person.
• Specific vision abilities required include close vision and the ability to adjust focus.
• The noise level in the work environment is usually minimal.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.

Please note, this employment offer is also contingent on a successful background check, US employment eligibility (E-Verify) verification, and drug screen.