Supervisor of Call Center (CT / Remote)

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Requirements:

• Experience managing or supervising employees.
• Exceptional experience leading, mentoring, and developing employees.
• Performance management experience.
• 3+ years of customer service experience, handling inquiries, and complaints.
• Data input and case review skills.
• Ability to motivate teams to meet case management targets.
• Computer proficiency to identify and solve customer issues.
• Excellent communication and organization skills.
• Must possess poise and patience when dealing with customers.
• Bilingual in English and Spanish or other languages desired.

Responsibilities:

• Direct point-of-contact for team member inquiries or concerns.
• Respond to and resolve escalated or complex issues.
• Manage the performance of team members through active motivation and effective feedback.
• Monitor daily workflows to ensure performance goals and compliance.
• Support process improvement by identifying workflow opportunities.
• Assist management with interviews and team training.