Supervisor - Call Center

Realtime Results is hiring a Call Center Supervisor to lead a team of call center agents handling product recall inquiries for our clients. Reporting to the Operations Manager and working closely with our Senior Supervisor, you'll coach agents, improve service metrics, and help keep our recall process running smoothly for the businesses that depend on us. What You'll Do Work directly with the Senior Supervisor to manage a team of call center agents handling product recall inquiriesHandle escalated calls and resolve customer complaints with a strong service mentalityMonitor and improve customer service metrics and recall processes and proceduresHelp ensure agents follow established protocols for handling recall inquiriesMentor agents and solve problems to help the team hit daily, weekly, and monthly goalsGive agents regular feedback, conduct monthly check-ins, and lead annual performance reviewsTrack call volume, response time, and customer satisfaction; identify areas for process improvementRecommend enhancements that improve productivity, efficiency, and overall program performancePrepare agent schedules and manage timecard approval with PayrollEnsure compliance with company policy, including attendance and PCI complianceParticipate in hiring, onboarding, and training new agentsAttend weekly Product Recall meetings and follow up on assigned action items Requirements High school diploma or equivalent required2+ years of call center experience; team lead or supervisory experience preferredProficient in Microsoft Word and ExcelStrong leadership, coaching, and motivational skillsExcellent customer service mentalityBackground in call processing and customer service principlesStrong communication, organizational, and time management skills About Realtime Results Realtime Results brings a technology-centric approach to every business unit we run, powered by tools like our Open Door Solution, a mobile platform connecting field teams to back-office operations. Recall Results, our recall management division, helps clients reduce cost, gain efficiency, and grow revenue through recall management, call center support, and logistics services.Realtime Results is an equal opportunity employer, committed to a workplace free from discrimination and bias, and to a diverse, inclusive team where everyone is valued. Benefits Private Health Insurance401(k) with Company Automatic ContributionPaid Time OffThis position is eligible for annual company-wide bonuses based on company success