Call Center Lead Supervisor

Job description

Overview

We are seeking a dedicated and experienced Call Center Supervisor to lead our team in delivering exceptional customer service. The ideal candidate will possess strong leadership skills and a passion for enhancing customer experiences. This role involves managing daily operations, ensuring team performance, and fostering a positive work environment. The Call Center Supervisor will play a crucial role in driving sales and achieving organizational goals.

Duties

• Supervise and mentor call center agents, providing guidance and support to enhance their performance.
• Analyze call metrics and team performance data to identify areas for improvement.
• Manage scheduling, ensuring adequate coverage during peak hours.
• Communicate effectively with team members to relay company updates, policies, and procedures.
• Oversee training programs for new hires and ongoing development for existing staff.
• Implement project management strategies to streamline operations and improve efficiency.
• Foster a positive work environment that encourages teamwork and collaboration.
• Handle escalated customer inquiries and complaints with professionalism and empathy.
• Collaborate with upper management to develop strategies that align with company goals.
• Day to Day Reporting and Schedule updating over EHR.

Qualifications

• Proven experience in a supervisory role within a call center or customer service environment.
• Strong leadership abilities with the capacity to motivate and inspire a team.
• Excellent communication skills in English; multilingual abilities are a plus.
• Proficiency in sales techniques and strategies to drive performance.
• Ability to analyze data effectively to inform decision-making processes.
• Experience in project management is preferred.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• A commitment to providing outstanding customer service while maintaining high standards of quality.

If you are passionate about leading teams, enhancing customer experiences, and driving results, we encourage you to apply for the Call Center Supervisor position. Join us in making a difference!

Job Type: Full-time

Pay: $21.65 - $22.75 per hour

Expected hours: No more than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed