Description

Call Center Supervisor

Candidates must be located in El Paso, TX

Summary:

Reporting to the Operations Manager, this individual provides front line leadership directing 5-15 Customer Service Representatives supporting the day-to-day operations of call center operations in the areas of outbound, inbound, quality assurance, customer/donor services, or other related operational activity. The Call Center Supervisor utilizes generally accepted team leadership methods and approved procedures to achieve expected quality, productivity and throughput.

Essential Job Functions:

Supervises, coordinates, directs, and monitors staff activities to ensure that prompt, courteous, and accurate responses are provided to donorsMonitors team production, efficiency and quality metrics and provides feedback to the Team Manager on performance compared to expectation Handles complex and escalated customer service issues Provides training and coaching support to reinforce successful team member behaviors and identify opportunities for performance improvementConducts monthly touch base meetings with each team member regarding their previous month’s performancePrepares and delivers performance reviews for assigned team membersIn conjunction with Quality Assurance, ensures adherence to departmental and/or call/service center policies, procedures, and practicesCreates and maintains a positive, respectful work environment for the team membersPrioritizes and assigns work to team members and initiates corrective measures to resolve problems including attendance and work schedules when needed

 

Required Knowledge, Skills and Abilities:
 Communicates effectively, cooperatively and persuasivelyNurtures a cooperative, team-oriented environmentTreats all team members and donors with respect and dignityPrioritizes and executes tasks within a fast-paced environmentAbility to develop, evaluate and motivate team membersExceptional problem-solving skills Working knowledge of call center technologies such as dialer, IVR, ACD, and workforce managementHigh level organizational skills and attention to detailExcellent written and verbal communication skills

 

 Minimum Required Education, Training and Experience:

High School Diploma and two (2) or more years of experience in a high-volume call center environmentTwo (2) or more years of experience in a supervisory role preferredExperience in a blended call center, inbound and outbound call handling, a plusProficiency in MS Office and Internet ExplorerFlexibility in schedule which may include nights, weekends, and holidays

 

Physical Requirements:

 

Must be able to sit, stand and walk for extended periods of time

FLSA Status

 

Non-Exempt

 

Tools and Equipment Used:

 

Laptop or desktop computer, phone, headset, webcam

 

Travel:

 

No travel required

 

Work Address:

 

Remote

 

Savers is an E-Verify employer.