About the Role
The Support Services Group is seeking a seasoned leader to spearhead the transformation of our Outbound Retention team. As a Call Center Supervisor, you will be responsible for implementing policies and procedures to foster an environment of excellence in servicing our customers.
Key Responsibilities
* Lead and manage a team of Call Center agents
* Interact with client organizations and multiple stakeholders
* Deliver a high-quality Call Center operation meeting and exceeding all service level agreements and KPIs
This includes:
* Implementing daily operations governance processes
* Collaborating with site leadership on Call Center reports
* Establishing a transparent communication plan with Call Center leadership
* Fostering a positive team culture focused on sales growth and customer retention
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
* Ability to create reports and dashboards to monitor team performance