Job Description
Job DescriptionDescription:
We are seeking a dynamic and results-driven Call Center Supervisor to lead and support our remote call center team. This role is responsible for overseeing daily operations, coaching staff, monitoring performance metrics, and ensuring a high standard of customer service.
Requirements:
Key Responsibilities:
- Provide leadership, support, and motivation to call center agents.
- Monitor real-time statistics and provide timely updates.
- Offer coaching, feedback, and guidance to improve performance.
- Ensure compliance with call center protocols and procedures.
- Identify skill gaps and implement effective training programs.
- Handle escalated calls and provide resolution support.
- Optimize workflows and maintain team morale.
- Set and track performance targets using key metrics (e.g., call abandonment, wait times).
- Prepare and present weekly/monthly performance reports.
- Collaborate with other departments to foster teamwork.
- Manage staff scheduling and attendance.
- Participate in hiring, training, and onboarding processes.
- Attend meetings and contribute to strategic planning.
Qualifications:
- Proven ability to manage people and multiple projects simultaneously.
- Strong time management and organizational skills.
- Excellent verbal and written communication skills.
- Proficiency with Microsoft Office (Excel, Outlook) and call center software.
- Leadership by example with a proactive, self-directed approach.
- Ability to work under pressure and adapt to change.
- Customer service-oriented mindset.
- Team player with a collaborative problem-solving approach.
- Previous call center and medical background is preferred.
Education:
- High School Diploma or GED required.
Compensation & Benefits:
- Competitive compensation package.
- Standard benefits offered.
Physical Demands:
- Ability to sit, stand, walk, kneel, and crouch as needed.
- Must be able to lift up to 10 pounds regularly.
ADA Compliance:
We are committed to providing reasonable accommodations for individuals with disabilities.