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Call Center Supervisor
$52,000 - $54,080/Yr
Employment & Training Centers - Houston, TX
posted 2 months ago
Full-time - Mid Level
Houston, TX
Administrative and Support Services
About the position
The Call Center Supervisor is responsible for overseeing and managing the performance of call center staff to ensure that service quality and operational goals are met. This role involves handling escalated customer inquiries, conducting performance reviews, providing coaching, and ensuring compliance with company policies. The supervisor plays a key role in maintaining a productive work environment and supporting staff development.
Responsibilities
- Supervises and monitors the work of employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met.
- Prepares and delivers performance reviews for assigned staff.
- Provides immediate constructive feedback on performance and develops action plans for continuous improvement.
- Manages escalations by identifying issues, determining appropriate resolutions, and preparing detailed synopses for approvals.
- Collaborates with management to recommend actions in accordance with HCTRA's progressive discipline policy.
- Reviews financial reports for auditing inventory and processed transactions.
- Approves time off requests to ensure adequate staffing.
- Monitors and tracks daily time and attendance, including breaks and lunches.
Requirements
- High School diploma or G.E.D. equivalent required from an accredited institution.
- Minimum four years of experience in customer service and call center environment.
- Minimum three years of experience in collections, banking, and customer service-call center.
- Minimum one year of call center supervisory experience.
- Strong supervisory skills.
- Strong customer service skills with expertise in de-escalations and negotiations.
- Excellent communication (written and verbal) and interpersonal skills.
- Working knowledge of personal computers and related software, including Microsoft Office.
Nice-to-haves
- Bilingual (Spanish) is a plus but not required.
Benefits
- Health insurance
