Call Center Supervisor
What you'll do as a Section Manager I:
Acts as subject matter expert on departmental processes and use strong product knowledge to answer questions from representatives and provide on the spot training and coaching
Regularly review customer experience quality scores providing performance feedback to representatives as well as providing updates to management on trends
Monitor department metrics and adjusts workforce accordingly to support business need
Assist with customer calls, chats, and issues as needed to meet department service levels
Create helpdesk tickets to report technical difficulties, escalated complaints, or representative errors
Create daily, weekly, and monthly reporting of departmental metrics for representatives and management
Assist with following up on escalated customer interactions (i.e. calls, chats, issues, etc)
Lead small departmental ad hoc projects and participate in larger projects
Exemplify and apply a professional and customer focused image for all internal and external customers
Occasionally responsible to oversee activity of the call center in the absence of a Section Manager II
Assist with team huddles and departmental meetings as requested by management
Assist with new hire onboarding and refresher training as requested by management
Perform other functions as assigned by management
You’re right for this job if you have:
2+ years leadership experience in related capacity
Previous call center experience
Excellent written/oral communication and interpersonal skills with all levels of management
Ability to prioritize, time manage, and meet deadlines
Self-managed and motivated
Exceptional customer service skills
Strong problem solving and analytical skills
Proven project leadership and conflict resolution skills
Ability to motivate and lead a team
Must be very comfortable using computers and Microsoft Office Suite
This role is for an early morning shift supporting our UK operations. Shifts available as early as 2am-7am depending on candidate availability.
