Call Center Supervisor

$50,000 - $60,000/Yr

Makotek - Longwood, FL

Full-time - Mid Level

Longwood, FL

Telecommunications

About the position

The Retention Supervisor at Makotek is responsible for leading the retention team within the call center, focusing on driving revenue growth through effective team management and customer relationship strategies. This role involves overseeing daily operations, setting performance targets, and implementing retention strategies to achieve company goals. The ideal candidate will have strong leadership skills and a proven track record in sales and retention, with a focus on motivating and coaching a high-performing team.

Responsibilities

• Lead, motivate, and mentor a team of retention representatives to achieve individual and team goals.
• Optimize procedures and keep staff engaged.
• Anticipate escalations and take over calls when needed.
• Ensure adherence to policies for attendance and established procedures.
• Keep management informed on issues and problems.
• Develop effective retention strategies to meet and exceed goals.
• Conduct regular performance reviews of the team and provide monthly/annual performance reports.
• Measure performance with key metrics such as call abandonment, refusals, and missed opportunities.
• Build and maintain strong relationships with clients and internal team leaders.
• Handle escalations quickly and efficiently.
• Hold ongoing training sessions to enhance the retention team's knowledge and skills.
• Identify when a team member needs more training and coordinate a plan to get them on track.

Requirements

• High school diploma or equivalent.
• Proven experience in a call center environment as a lead or supervisor.
• Working knowledge of MS Office.
• Tech savvy with knowledge of telephone/VoIP equipment and relevant computer programs.
• Experience in customer service is essential.
• Outstanding communication and negotiation skills.
• A results-oriented approach.
• Ability to work under pressure.

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• Professional development opportunities