Call Center Customer Service Supervisor

$50,000 - $60,000/Yr

American Residential Warranty - Boca Raton, FL

Full-time - Mid Level

Boca Raton, FL

About the position

The Call Center Customer Service Supervisor at American Residential Warranty is responsible for overseeing the daily operations of the call center agents. This role involves leading by example, providing guidance, and ensuring that the team meets performance standards while fostering a positive work environment. The supervisor will also be tasked with coaching agents, managing performance improvement plans, and reporting on team metrics to executive leadership.

Responsibilities

• Supervising the day-to-day activity of the agents.
• Leading by example and providing guidance to agents to support them in achieving their individual and team goals.
• Communicating new ideas and/or issues as they arise.
• Meeting or exceeding minimum performance standards as established by Leadership on established KPIs.
• Creating performance improvement plans for agents who are not meeting departmental performance goals.
• Fostering a positive environment for agents through continual development and support.
• Maintaining a fully staffed team and good culture, morale, and motivation of team members.
• Monitoring progress and development of agents against performance standards.
• Coaching, mentoring, and developing agents.
• Communicating and championing the company's goals and initiatives to team members.
• Ensuring team members are held accountable to company policies, production, activity, and quality standards.
• Responsible for daily, weekly, and monthly reporting for team members and presenting data to executive leadership.
• Following any additional directives as issued by the Executive team.

Requirements

• 2+ years of Call Center management experience.
• Excellent communication skills, both verbal and written.
• Open availability (day, nights, weeks, and holidays).
• Ability to work well independently as well as collaboratively in a team.
• Outgoing, positive, professional, and organized.
• Must qualify for a Florida telemarketing license and pass a background check.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid time off