Call Center Supervisor

Call Center Supervisor

TYPICAL RESPONSIBILITIES:

• Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the company brand

• Minimize call escalations through effective coaching and support

• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job

• Communicate business strategies and results to CSRs.

• Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals

• Offer frequent formal and informal recognition

• Build solid productive relationships with all levels of leadership and support teams

• Facilitate effective and supportive team relationships

• Resolve operational and interdepartmental problems quickly

• Provide timely feedback to the management team on customer trends, issues and needs

• Facilitate accurate credits and adjustments

TYPICAL QUALIFICATIONS:

• Strong commitment to world class customer service

• Superior oral and written communication skills

• Superb leadership and interpersonal skills

• A knack for effective time management, organization and prioritizing

• Two to five years customer service experience

• One to two years management/supervisory experience leading teams (call center environment preferred)

• Team facilitation and training skills

• Strong decision making, change management and negotiation skills

• Ability to work well and quickly under pressure

• High School Diploma or GED

Sample Call Center Supervisor Resume