Operations Supervisor
Job Description
We are looking for a dedicated, supportive Call Center Supervisor who can coach and motivate Call Center Representatives as they take calls from customers. The Call Center Supervisor will assist with training and ensure each agent is well prepared for their calls. You will continue to support agents after training by monitoring their progress, ensuring they understand and meet expectations, answering their questions, and providing ongoing coaching opportunities and suggestions. You should be analytical, supportive, and willing to serve as a resource to agents. To be successful as a call center supervisor, you should focus on helping your team gain the skills and knowledge they need to better support customers. You should be supportive, communicative, and attentive.
Supervisor Responsibilities
- Ensure agents understand and comply with all call center objectives, performance standards, and policies
- Set priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, AHT, Sales, CSAT and NPS
- Answer agents' questions about best practices or difficult calls
- Identify operational issues and suggest opportunities for improvement
- Monitor and evaluate agent performance, provide learning or coaching opportunities, and take corrective action as needed
- Create reports and analyze data to assist management in setting call center goals and objectives
- Collaborate with other supervisors and management team members to support agents and maximize customer satisfaction
Requirements
- High school diploma or equivalent, but advanced education, especially in management, is a plus
- 1+ years Call center, customer service and supervisory experience is required
- Strong working knowledge of technology, especially computers, software, applications, and phone systems 2
- Intermediate Microsoft Office skills: Microsoft Excel (ability to sort, sum, insert bar graphs and use formulas), Microsoft Word (ability to create documents and complete mail merging), Microsoft Outlook (ability to manage email, calendar, and task lists), and Microsoft PowerPoint (ability to create presentations with images, words, charts / graphs and merging data from Microsoft Excel)
- Advanced communication and interpersonal skill sets
- Ability to coach, train, motivate and evaluate employee performance
- Excellent problem solving, leadership and customer service skills
