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Call Center Supervisor
Oak Ridge Waste & Recycling - Danbury, CT
posted 2 months ago
About the position
The Call Center Supervisor at Oak Ridge Waste and Recycling is responsible for leading the customer service team, ensuring high performance and satisfaction levels. This role involves overseeing the daily operations of Customer Service Representatives (CSRs), maintaining communication with various departments, and fostering relationships with clients. The supervisor will also handle customer complaints, manage account receivables, and prepare reports on call metrics and activities.
Responsibilities
- Monitor day-to-day operations and account maintenance of Customer Service Representatives (CSRs).
- Establish and maintain open communication with operations and other department staff to provide high levels of internal and external customer service.
- Participate in developing creative solutions for customers to maintain high customer satisfaction.
- Research and resolve customer complaints through various communication channels.
- Work closely with the collections department to manage receivables of delinquent accounts.
- Develop awareness of market conditions and competitive trends to respond to changing customer needs.
- Prepare timely and accurate call volume, metrics, and activity reports.
- Proactively communicate with customers to develop and deliver successful pricing initiatives.
- Recruit, train, and retain qualified individuals to participate as CSRs.
Requirements
- Proven leadership experience in a supervisory role within a customer service environment.
- Strong verbal and written communication skills.
- Demonstrated project management skills with the ability to prioritize tasks efficiently.
- Experience in negotiating solutions that benefit both the company and the customer.
- Solid background in customer service principles, practices, and techniques.
- Multilingual abilities are a plus for enhancing communication with diverse clientele.
- Strong analytical skills to assess data, identify trends, and make informed decisions.
- Proactive approach to managing team dynamics and fostering collaboration among staff.
