Call Center Supervisor

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Call Center Supervisor

@ Calls Plus

Job Description

• Our CALLS PLUS team “changes lives, one conversation at a time”. We are seeking experienced Call Center floor supervisors to join our dynamic team of hard working professionals. 
• Supervisors serve as floor leaders and report directly to our Director of Operations.
• All Supervisors are tasked with ongoing maintenance and support of the Customer Service Representatives and the Call Center.
• While the Supervisor will be expected to physically monitor the CSR workflow and performance, Supervisors are still responsible for handling calls during each work shift, when we have a surge in call volume.
• Supervisors are responsible for disciplinary actions for the agents, and request that an agent leave the floor or be suspended, with reason.
• Extensive training is provided on client accounts and leadership.

Job Responsibilities

• Review Email Communications to keep abreast of latest policies and procedures
• Ensure that assigned CSRs have been made aware of any policy/ procedure changes
• Work with our Quality Assurance Department to review call documentation and agent performance. 
• Review CSRs message tickets and call performance to provide coaching and supplemental training.
• Monitor workflow, assign breaks
• Handle escalated calls to assist callers with detailed issues or correct CSR-provided information. Supervisor should make every effort to explain the resolution to the CSR so that future similar calls may be handled by CSR.
• Handle other calls, email or SMS messages as required by call volume or workflow
• Monitor and assist in the development of work schedules. Able to handle call-ins and prepare alternate schedules in case of illness or scheduling conflicts. Supervisors must also assist Operations Manager in ensuring that shifts are adequately staffed to meet call center need.
• Monitor CSR performance and work skills
• Observe CSR’s ability to navigate screens, provide correct info, adhere to schedule, tone of voice, and other criteria.
• Monitor and control call queue to ensure efficient call flow. Ensure that CSRs are in “ready state” and actively engaged in work.
• Monitor schedule adherence: CSRs signing in and out properly, taking breaks at approved time, limiting wrap-up time, etc.
• Monitor CSR call performance to ensure that CSRs are meeting call quota & service levels
• Review CSR message tickets and random calls (live) for accuracy and other metrics
• Coach and mentor teams of agents on improvements needed; provide additional ongoing training as needed. Document coaching/ training sessions; including date of session, subject matter, and date by which the CSR should be certified in the topic.

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Qualifications:

MUST BE AVAILABLE TO WORK A MINIMUM OF 35 HOURS PER WEEK BETWEEN THE HOURS OF 2PM AND 6AM; Sunday-Thursday or Tuesday-Saturday.

Requirements

• Minimum 2 years of college
• 3+ years of Supervisory experience in an inbound Call Center setting
• 2 years leadership in a customer service role that is not a retail call center
• Spanish fluency a plus.

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How to Apply:

Apply online at https://opportunities.ledfaststart.com/CALLSPLUS

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