Call Center Supervisor

  • location: La Vergne, TN
  • type: Permanent
  • salary: $50,000 - $55,000 per year
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job description

Call Center Supervisor

Our client, a Benefits Administration company, is looking for a Client Services Manager/Call Center Supervisor for a full time, permanent opportunity! The person in this role will be responsible overseeing the day to day operations of the call center.

Responsibilities:
Motivate a team of Call Center Associates to provide an excellent customer environment.
Lead activities with regards to the hiring, coaching, counseling, training and performance management with assigned team members.
Adhere to all Customer Service Core Values and function as a Role Model in the department for team members to emulate.
Responsible to provide ongoing coaching to Representatives to drive efficiencies and increased production through monitoring and training.
Train new representatives and existing employees in system enhancements.
Assist management to manage performance reviews as required. Will also be required to participate in drafting the development plan for employees in assigned team.
Responsible for meeting/exceeding individual/team KPIs and Quality Monitoring scores as well as various other reporting needs.
Measuring and reporting of daily team production and participation in monthly leadership meetings.
Active participation in Call Center Leadership team to assure achievement of operating plan and strategic evolution.
Comply with all company policies and procedures and ensure compliance within the department.
Maintain attendance, time sheet, goals, and achievement records.

Working hours: 7:00 AM - 7:00 PM

Skills:
Must be proficient in MS Office Suite
Sense of urgency with the ability to multi-task
Strong attention to detail and accuracy
Organizational skills and time management

Qualifications:
Associates degree in business or related field (Bachelor???s degree preferred). High School Diploma required.
Minimum of 2-5 yrs experience leading a team in a call center environment.
Demonstrated success with team building and performance management.
Experience leading in a call center environment strongly preferred and 3 years customer service or related field experience.
Proficient knowledge in MS Office, specifically Excel, PowerPoint, and Word.
Advanced telephone communication skills.
Mastery level soft skills including time management, listening, team building, and multitasking.
Ability to work well under pressure in a fast paced environment.
Ability to make decisions and enforce policies consistently.
Proven ability to take initiative with little direction from Supervisor.
Must be personable, have a passion to lead people and provide excellent customer service in team settings.
Must have professional attitude and appearance.
Understanding of business process as it relates to phone calls, email communication and internet order processing.
Ability to build and drive relationships with customers, peers, and supporting departments.
Flexible and able to embrace change.

The salary for this position is $50-55K, depending on experience. Must be able to willing to work an 8 hour shift anytime between the hours of 7a-7p, M-F as schedules will change between these hours.

All qualified candidates should apply directly to this posting or email their resume to krissy.froncillo@randstadusa.com along with 2-3 professional references.

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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