Job Description
Qualifications:
- 2+ years experience as supervisor/acting supervisor in a call center environment
- Strong leadership and team management skills
- Exceptional verbal and written communication abilities
- Ability to analyze data and make informed decisions
- Knowledge of call center operations and metrics
- Proficiency in call center management software and Microsoft Office
Job Description:
- Manage team performance
- Provide effective coaching and constructive feedback to subordinates
- Take customer service and escalation when needed
- Holds team huddle/coaching session/goal-setting/one-on-one as needed/required
- Handles escalated requests and researches answers posted by associates to ensure customer satisfaction
- Reviews and analyzes performance data, creates action plans, and monitors execution to ensure goals are met
- Holds regular check-in meetings with the client to keep them informed of the trends, changes, and development within the team
- Facilitates learning sessions to enhance associate technical and communication skills
Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards, and other ad hoc tasks
