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Call Center Supervisor
$49,920 - $49,920/Yr
Adecco - Dallas, TX
posted 2 months ago
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 by overseeing up to 30 agents and reviewing individual and team metrics.
- Provide Real-Time Coaching by offering constructive feedback based on call observations and performance data.
- Manage Team Schedules to ensure adherence to shift schedules and make adjustments for optimal coverage.
- Track Attendance and Adherence to support operational efficiency.
- Prepare and review Daily Performance Reports, including call volume and customer satisfaction.
- Foster Team Morale by engaging with team members to motivate them.
- Conduct Quick Team Huddles to discuss performance and updates.
- Handle Immediate Concerns related to operational issues or technical difficulties.
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
