Call Center Supervisor

$49,920 - $49,920/Yr

Adecco - Dallas, TX

Full-time - Mid Level

Dallas, TX

Administrative and Support Services

About the position

The Call Center Supervisor will lead a team of 30 agents in a fast-paced virtual environment, focusing on operational efficiency and high service standards. This role involves monitoring performance, providing coaching, and fostering a positive work environment to ensure the team meets its goals.

Responsibilities

• Monitor Agent Performance: Oversee up to 30 agents, reviewing individual and team metrics (e.g., call quality, schedule adherence, KPIs like AHT).
• Provide Real-Time Coaching: Offer constructive feedback to agents based on call observations and performance data.
• Manage Team Schedules: Ensure adherence to shift schedules and make adjustments as needed for optimal coverage.
• Track Attendance and Adherence: Monitor agent attendance and time adherence to support operational efficiency.
• Daily Reporting: Prepare and review daily performance reports, including call volume, average handle time, and customer satisfaction.
• Foster Team Morale: Engage with team members to motivate and maintain a positive work environment.
• Facilitate Quick Team Huddles: Conduct brief team meetings to discuss performance, updates, and announcements.
• Address Immediate Concerns: Handle any on-the-spot operational issues or technical difficulties agents may encounter.
• Conduct One-on-One Meetings: Meet with individual agents to discuss performance, set goals, and provide development feedback.
• Team Performance Reviews: Analyze overall team performance for the week, identifying trends and areas for improvement.
• Training and Development: Arrange or provide ongoing training based on performance gaps or updates on new products/services.
• Manage Team KPIs: Set weekly team targets, review progress, and devise strategies to meet or exceed them.
• Quality Assurance Checks: Review recorded calls and agent interactions to ensure quality standards are met.
• Communicate with Upper Management: Provide reports and updates to management regarding team performance, challenges, and recommendations.
• Plan and Assign Tasks: Ensure efficient distribution of tasks and call volumes based on team capacity.
• Track Agent Development: Monitor the progress of each agent's career path and development initiatives.

Requirements

• Proven experience in a call center environment, preferably in a supervisory role.
• Strong leadership and coaching skills.
• Excellent analytical and problem-solving abilities.
• Effective communication skills, both verbal and written.
• Ability to manage multiple tasks and meet deadlines.
• Familiarity with call center metrics and performance tracking tools.
• High Speed Internet.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term disability
• Additional voluntary benefits
• EAP program
• Commuter benefits
• 401K plan
• Paid Sick Leave
• Holiday pay