Call Center Supervisor (Joining Bonus)

Key Responsibilities

• Supervise, mentor, and support a team of call center agents to ensure high performance and customer satisfaction.
• Monitor call quality, productivity, and adherence to company policies and procedures.
• Provide real-time coaching and corrective guidance to improve individual and team performance.
• Congduct regular one-on-one meetings, team huddles, and performance evaluations.
• Assist with scheduling, timekeeping, and attendance management.
• Analyze performance metrics and prepare reports for management review.
• Resolve escalated customer issues professionally and promptly.
• Collaborate with training and quality assurance teams to address performance gaps.

Qualifications

• High school diploma or equivalent required; Associate or Bachelor’s degree preferred.
• 2+ years of experience in a call center environment, with at least 1 year in a supervisory or lead role.
• Strong leadership, communication, and interpersonal skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Proficiency with call center systems, CRM software, and Microsoft Office applications.
• Strong analytical and problem-solving abilities.
• Demonstrated ability to coach, motivate, and develop employees.

Preferred Skills

• Experience with workforce management tools.
• Knowledge of performance management processes and coaching techniques.

Work Location

This is an in-office position (No remote or work-at-home positions available for this role). You will be required to complete training and continue to work in office premises located at eClerx, 235 North McPherson Church Road, Fayetteville, NC 28303.

Compensation/Pay

Pay rate will be $15.50/hr. Joining Bonus - $200 (Payable in the first check after 60th day of employment).