CELL CENTER SUPERVISOR ROLE

ABOUT THE JOB:

This is a Call Center Supervisor. Responsible for the daily management of staff and inventory to ensure delivery of exceptional customer service.

Responsibilities:

Evaluate strengths and weaknesses of staff in order to foster a positive working environment which includes: Daily evaluations, coaching and mentoring the business team in order to enhance staff performance levels for quality, production, and attendance while ensuring accuracy and compliance with internal/external policies.

Allocate work assignments to ensure daily receipts are processed in accordance with Service Agreements

Review work load to identify gaps in processes and/or inefficiencies.

Incorporate applicable workflows and business rules.

Perform appropriate data analysis and reporting.

Ensure customer satisfaction by developing business partnerships with internal and external customers for seamless results and by expediting resolutions of complex problems/issues either by resolution, or escalation.

Monitor and track expenses as tied to the defined budget.

Provide coaching/mentoring to less experienced staff members and peers.

May oversee multiple work teams and/or servicing of multiple projects.

May participate in and/or lead departmental and interdepartmental work groups.

Perform other relevant tasks as assigned by management.

Additional Details:

Take initiative!

Always being positive

Requires a Bachelor's Degree

3 years of Leadership experience of a large INBOUND call center

3 years INBOUND Call Center

MUST BE METRICS DRIVEN and articulate what they have done

Must have a VERY supportive attitude and be a mentor to his reps.

Advanced Microsoft Excel Skills

Ability to balance multiple priorities.

Leadership Skills, Team Player, Strong Analytical, and Interpersonal Skills.

Interested in being considered?

If you are interested in applying to this position, please contact Katleen Angala at 321-445-8143 and click the Green "I’m Interested" Button to email your resume.