Call Center Supervisor

The Contact Center Supervisor is responsible leading day to day and long-term customer service and sales initiatives to ensure superior service, foster employee engagement, drive revenue and manage expenses. 

Essential Job Functions: 

• Drive employee engagement and performance through leading and developing the Agents on your Team. (15%)
• Provide consistent behavioral coaching, feedback, and follow-up to team members, including formal corrective action (20%)
• Coordinate, Supervise, and is accountable for the daily/weekly/monthly tracking of team members dependability, performance, and administrative duties. (10%)
• Set priorities/goals for their team to ensure task completion, and performance goals & KPI’s are met (20%)
• Identify and resolve operational problems using defined processes, expertise and judgment (5%)
• Provide expertise and customer service support to team members and customers, on a daily basis. (20%)
• Partner with cross-functional teammates to collaborate and develop solutions to overall business problems (5%)
• Must be able to work evenings, weekends and scheduled open holiday shifts  
• Contributes to the team effort by accomplishing related results as needed (10%) 

Physical Demands: 

• Ability to communicate promptly and accurately via computer, telephone, or similar device with or without assistive technology
• Ability to perform sedentary work 

Education & Credentials:

• High School degree required; Bachelor’s degree preferred.  Equivalent experience may be considered.
• 1+ years’ experience in operational leadership
• 1+ years’ experience in contact centers
• Retail experience preferred 

Skills:

• Working knowledge of Microsoft Office software package
• Working knowledge of CRM tools preferred
• Ability to apply leadership and strategic thinking skills to drive transformation initiatives targeting process efficiency and cost reduction, and involving people, processed and technology changes
• Demonstrated change management skills
• Developed leadership competencies including critical thinking, team building, innovation, and strong communication skills
• Analytical skills with demonstrated ability to break down and solve business problems