**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 donors + Monitors 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 improvement + Conducts monthly touch base meetings with each team member regarding their previous month’s performance + Prepares and delivers performance reviews for assigned team members + In conjunction with Quality Assurance, ensures adherence to departmental and/or call/service center policies, procedures, and practices + Creates and maintains a positive, respectful work environment for the team members + Prioritizes 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 persuasively + Nurtures a cooperative, team-oriented environment + Treats all team members and donors with respect and dignity + Prioritizes and executes tasks within a fast-paced environment + Ability to develop, evaluate and motivate team members + Exceptional problem-solving skills + Working knowledge of call center technologies such as dialer, IVR, ACD, and workforce management + High level organizational skills and attention to detail + Excellent 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 environment + Two (2) or more years of experience in a supervisory role preferred + Experience in a blended call center, inbound and outbound call handling, a plus + Proficiency in MS Office and Internet Explorer + Flexibility 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.