Call Center Supervisor
New
B
BriljentCustomer Service
Wyoming, United States, Pacific TimeFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- At least two years of customer service, call center, or related experience preferred.
- Required Skills
- Microsoft OfficeCustomer serviceCoaching
Requirements
- High school diploma or GED; associate or bachelor’s degree preferred.
- At least two years of customer service, call center, or related experience.
- Previous supervisory, team lead, coaching, or mentoring experience preferred.
- Ability to work all assigned hours according to a Pacific Time schedule.
- Strong leadership, communication, organization, and problem-solving skills.
- Ability to coach employees, address performance concerns, and manage escalated customer situations.
- Proficiency in call center technology, web-based systems, reporting tools, and Microsoft Office applications.
- Reliable high-speed internet and a quiet, secure workspace.
- Ability to interpret procedures and communicate expectations effectively.
- Dependable attendance and punctuality.
Responsibilities
- Provide daily supervision, guidance, and support to Call Center Representatives.
- Monitor attendance, schedule adherence, productivity, call quality, and customer service performance.
- Coach employees and provide timely, constructive feedback to improve performance.
- Assist representatives with complex questions and handle escalated customer concerns when necessary.
- Ensure the team provides customers with accurate, consistent, and professional service.
- Monitor customer interactions and documentation for accuracy and compliance.
- Coordinate daily work assignments and maintain adequate coverage during fluctuating call volumes.
- Support new-hire training and communicate procedural updates.
- Track team performance and prepare operational reports for leadership.
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