Call Center Operations Supervisor

$62,400 - $62,400/Yr

Actionlink - Buffalo, NY

Full-time - Mid Level

Remote - Buffalo, NY

Professional, Scientific, and Technical Services

About the position

The Call Center Operations Supervisor at ActionLink is responsible for overseeing the daily operations of the call center supporting Sony's consumer electronics division. This role focuses on providing exceptional customer support, improving processes, and coaching frontline staff to meet established goals and KPIs. The supervisor will play a key role in planning and executing initiatives that enhance the customer experience and ensure operational success.

Responsibilities

• Oversee daily operations and quality support of the front line and back office operations.
• Work closely with client business unit liaisons and consumer electronics division management to ensure the business direction is implemented.
• Develop and implement tactical action plans, such as service levels, average speed of response, handle time, and NPS/CSAT.
• Monitor and respond to inquiries, issues, and escalations from the front line and back office operations.
• Monitor and respond to customer NPS ratings and comments from multiple survey channels.
• Review agent scripts, calls, and work results.
• Incorporate and operationalize projects and initiatives.
• Track and analyze progress toward KPI goals.
• Facilitate weekly business reviews.

Requirements

• Bachelor's Degree is required or equivalent.
• 2 to 5 years of call center or related online sales support experience, including supervisory experience.
• Experience creating and implementing satisfaction surveys and other procedure improvement initiatives.
• Experience with Salesforce CRM preferred.
• Electronics background is a plus.
• Self-sufficient and results driven.
• Knowledge of quality control initiatives.
• Strong organizational, time management, and attention to detail skills.
• Strong relationship building skills to partner with call center vendors and cross functional teams.
• Strong interpersonal communication skills including verbal, written, and presentation.
• Proficient Microsoft Office skills, including Excel, PowerPoint, Visio, and Microsoft Teams.

Nice-to-haves

• Experience with Salesforce CRM preferred.
• Electronics background is a plus.

Benefits

• Medical
• Dental
• Vision
• Prescription
• Life
• 401(k)
• Paid Time Off
• Opportunities for career growth and advancement