CALL CENTER SUPERVISOR

Epiphany Management Group; Akron (OH); Hybrid; USD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a Call Center Supervisor to lead a dynamic team in delivering exceptional customer service. This full-time role involves overseeing daily operations, managing staff performance, and ensuring compliance with key performance indicators. The ideal candidate will have a passion for service excellence and the ability to foster a positive work environment. With a hybrid work model, you will initially work on-site, transitioning to remote work post-training. Join us to make a significant impact in a supportive and innovative atmosphere.

Qualifications

• Minimum of 1 year experience managing a call center.
• Proficiency with MS Office Suite (Word, Excel, PowerPoint).
• Strong problem-solving and creative thinking skills.

Responsibilities

• Supervise helpdesk technicians and ensure exceptional customer service.
• Monitor calls and evaluate technician performance for compliance.
• Interview, hire, and coach new helpdesk technicians.

Skills

Call Center Management

Customer Service

MS Word

MS Excel

MS PowerPoint

Creative Thinking

Problem-Solving

Job description

The Call Center Supervisor is responsible for the day-to-day operations for a team of employees including hiring, planning, and directing workflow, scheduling as per program needs,

performance management and team development. The Supervisor ensures quality and compliance with key performance indicators and contractual obligations, ensuring high levels of customer and client satisfaction. Additionally, the Supervisor works with leadership to develop policies and procedures, along with recognizing and recommending operational improvements. If you've ever wished you were able to influence a service or support, call you've experienced, this is the position for you. We are looking for an individual with high quality expectations that wants to lead a team providing the kind of world class customer service and technical support you expect when you're the caller.

Responsibilities (Essential Duties and Responsibilities)

• Supervise a team of helpdesk technicians and provide support to help them provide exceptional customer service to callers.
• Perform call monitoring and evaluate helpdesk technicians' performance to ensure conformity to department procedures and Company policies.
• Establish performance goals, provide coaching and feedback to helpdesk technicians to improve their performance.
• Interview, hire, coach and schedule new helpdesk technicians to ensure proper staffing levels.
• Schedule staff and track attendance to ensure proper workflow in the department.
• Handle disciplinary issues appropriately and in a timely manner to ensure adherence to department and Company policies, procedures, and practices.

Minimum Qualifications (Knowledge, skills, and abilities required)

• Minimum of a year experience managing a call center
• Proficiency with MS Word, Excel, PowerPoint
• Display a positive attitude and flexibility.
• Ability to work both independently and as a team member.
• Creative thinking and problem-solving skills

Hybrid work environment : On-site as needed with the goal of being 100% remote once all new hire training is completed.

Physical Demands

This role requires sitting, standing, climbing stairs, adjusting, connecting, occasional lifting (to 30 lbs.), bending, keyboarding, pulling, pushing, carrying, writing, walking, operating equipment.

Position Type and Expected Hours of Work

This is a full-time position. The call center is open 24 / 7, and typical work hours will vary to cover shifts. Overtime may be required on an as needed basis.

Travel

This position will be required to occasionally travel to provider sites.

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Call Center Supervisor • Akron, OH, United States