Job Title:
Call Center Supervisor
Description:
The ideal candidate will have a strong leadership background with proven experience in driving performance, developing high-performing teams, and fostering a culture of continuous improvement.
Key Responsibilities:
* Directly manage a staff of associates.
* Implement a daily operations governance process to analyze, prioritize and deliver daily, weekly, monthly targets.
* Collaborate with site leadership in creating Call Center reports (production, productivity, priority and forecasting) to meet and exceed all production Service Level Agreements (SLA).
* Establish a transparent communication plan with Call Center leadership to address issues, concerns and take preventive measures to avoid service quality issues.
* Ensure setting smart goals for team members and provide regular feedback, appraisal and coaching to ensure performance.
Additional Responsibilities:
* Assist with Call Audits when necessary.
* Conduct call listening and assess the call based on quality forms provided.
* Timely and accurate completion of standard and advanced quality forms, reports and analysis.
* Complete ad hoc reports as requested.
Qualifications & Experience:
* Minimum 2-3 years of experience in outbound sales and/or retention.
* Advanced spoken and written English.
* Previous supervisory experience is highly desirable.
* Familiarity with CRM systems, dialer systems, and sales automation tools.
* Proven track record in outbound sales, preferably in a supervisory role.