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Call center supervisor
Job Description & How to Apply Below
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing reports and analyzing data to assist in management as they determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
- Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Must have 3 years of experience in call center supervisor roles and know the full cycle call center supervisor roles and responsibilities.
- High school diploma or equivalent, but more education, especially in management, is preferred.
- Call center, customer service, or supervisory experience is required.
- Proficiency with technology, especially computers, software applications, and phone systems.
- Exceptional verbal and written communication skills.
- Strong understanding of company products, policies, and services.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
- Excellent problem-solving, leadership, and customer service skills.
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