Call Center Supervisor

$50,000 - $60,000/Yr

Makotek - Longwood, FL

Full-time - Mid Level

Longwood, FL

101-250 employees

Telecommunications

About the position

We are seeking a dynamic and experienced Retention Supervisor to lead our retention team and drive revenue growth. The ideal candidate will possess strong leadership skills, a proven track record in sales/retention, and the ability to motivate and coach a high-performing retention team. As a Retention Supervisor, you will be responsible for overseeing the day-to-day operations of the call center (OCC), setting targets, and implementing strategies to achieve save goals.

Responsibilities

• Lead, motivate and mentor a team of retention representatives to achieve both 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 our clients and internal team leaders.
• Handle escalations quickly and efficiently.
• Hold ongoing training sessions to further enhance the retention team's overall knowledge of their positions, retention skills and customer service.
• 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

• Competitive salary ($50,000-$60,000 per year)
• Health and dental insurance
• Professional development opportunities
• Paid time off
• Vision insurance