Team Supervisor
About the role
The Team Supervisor is responsible for supporting, coaching, developing and supervising a group of Customer Service Agents in an inbound call center environment. This position provides day‑to‑day functional supervision of a non‑exempt work group, including work assignment and attendance monitoring, and contributes to selecting, training, developing, and completing performance management and appraisal of work groups in accordance with organizational policies and applicable legal requirements. Supervisors will also perform related duties as required.
Responsibilities
- Coach agents to yield optimal performance through a sound understanding of the business and engagement with their team.
- Track and take action on personnel and payroll issues.
- Conduct performance appraisals as required.
- Maintain accurate, current and consistent documentation on direct reports.
- Review productivity statistics daily and provide constructive feedback.
- Provide subject‑matter expertise.
- Ensure training needs of subordinates are met.
- Successfully complete all client‑related training and continually update agents.
- Resolve escalated customer issues.
- Hold regular team meetings with direct reports.
- Communicate all process and client changes to direct reports in a timely manner.
- Promote the use of all center communication tools.
- Administer Recognition and Rewards programs in accordance with organization guidelines.
- Perform other additional duties and responsibilities as assigned.
Requirements
- Advanced user‑level knowledge of computer technology and operating systems.
- Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation, and staff development skills, and to act as a role model.
- Demonstrated innovation, good judgment, and problem‑solving skills when making decisions.
- Capability to establish a course of action for self and others to accomplish specific goals using appropriate resources.
- Proven ability to coach, develop action plans that maximize performance, and provide effective feedback for demanding sales goals.
- Proven ability to analyze and improve work processes and policies.
- Excellent customer service/support skills, ability to work well under pressure, professional demeanor, and strong written and oral communication skills.
- Proficiency with software applications including Microsoft Word and Excel.
Skills
- Problem solving
- Customer/Client/Organization focus
- Communication proficiency
- Time management
- Negotiation
- Teamwork / collaboration
- Motivation
- Staff development
- Ability to act as a role model within the organization
Working Conditions
This full‑time role routinely uses standard office equipment such as laptop computers, smart phones, and photocopiers. The employee is regularly required to talk or hear, frequently required to stand, walk, use hands to point, handle or feel, and reach with hands and arms. Supervisors must be willing to travel and work all shifts, including overtime, holidays, and emergency shifts as required.