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Call Center Supervisor
Posted 1 day agoViewed
💎 Seniority level: Junior, 2+ years
🔍 Industry: Call Center
🏢 Company: Pharmacy Data Management, Inc.
⏳ Experience: 2+ years
Requirements:
- At least 2 years of experience supervising a customer service team, ideally in a call center environment
- Strong leadership skills with a passion for employee engagement, coaching, and performance development
- Tech-savvy and comfortable using tools like Microsoft Outlook, Teams, Word, and Excel
- Familiarity with Genesys is a plus
- Ability to manage priorities in a remote environment with minimal supervision
- Associate’s degree or higher preferred
Responsibilities:
- Supervise the day-to-day operations of our call center during second shift
- Support team members in real time with call escalations and troubleshooting
- Monitor individual and team performance metrics, coaching for success
- Create schedules based on call volume forecasts
- Lead performance management efforts and partner with leadership on employee development strategies
- Oversee hiring, onboarding, training, and mentorship of new Support Specialists
- Collaborate with leadership to enhance call center processes and efficiency
- Manage the Genesys call queue and maintain accurate documentation of policies and procedures
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