Call Center Supervisor

YNOTT Foundation; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

YNOTT Foundation is seeking a Call Center Supervisor in Atlanta, GA to lead the customer support team and assist HR with hiring and onboarding new staff. You will train, mentor, and evaluate team performance while driving excellent service levels.

The role requires strong communication, time management, and team leadership skills to maintain high customer satisfaction and adherence to policies.

Qualifications

• Bachelor's degree in Management or relevant field.
• Experience in customer service or sales is a must.
• Proven experience of working as a Call Center Supervisor or Call Center Manager role.
• Outstanding written as well as oral communication skills.
• Proficiency in MS Office and sales procedures.
• Strong understanding of company policies and product details.
• Excellent analytical and problem-solving skills.
• Extraordinary interpersonal skills.

Responsibilities

• Creating a job ad and posting it on various channels to find the desired candidates
• Assisting in hiring and training new call center staff.
• Coordinating with other departments to set goals and targets.
• Assigning the calls waiting to the team in an unbiased manner.
• Motivating the team to achieve the given targets.
• Resolving staff queries regarding the company’s policies and sales issues.
• Ensuring the staff follows the established procedures, the company’s rules, and regulations.
• Maintaining the call center database including staff performance and call log.
• Upholding the standard of the services and ensure adherence to all the stated terms.
• Providing suggestions to the upper management to improve the quality of services and products.
• Ensuring a friendly and healthy working environment for the staff.
• Communicating with the team regularly regarding their grievances and measuring their performance.
• Reporting the progress of the team to upper management on a regular basis.

Skills

Customer service experience

Call Center supervision

Written and verbal communication

MS Office proficiency

Analytical and problem-solving

Interpersonal skills

Policy and product knowledge

Education

Bachelor's degree in Management

Tools

MS Office

Job description

Job Overview

We are seeking a skilled and professional Call Center Supervisor to join our team. Your key responsibilities include assisting the HR Team in hiring and onboarding the newly appointed staff.

You will also be required to train your team and build a team of skillful customer support representatives. You will be liable to mentor and guide your team members to have excellent communication and customer support skills. In addition to this, you will have to evaluate your team on the basis of their performance.

Excellent communication skills and team management skills are the essential requirements for this job. You should be able to handle the pressure and demonstrate extraordinary time management skills.

Responsibilities

• Creating a job ad and posting it on various channels to find the desired candidates
• Assisting in hiring and training new call center staff.
• Coordinating with other departments to set goals and targets.
• Assigning the calls waiting to the team in an unbiased manner.
• Motivating the team to achieve the given targets.
• Resolving staff queries regarding the company’s policies and sales issues.
• Ensuring the staff follows the established procedures, the company’s rules, and regulations.
• Maintaining the call center database including staff performance and call log.
• Upholding the standard of the services and ensure adherence to all the stated terms.
• Providing suggestions to the upper management to improve the quality of services and products.
• Ensuring a friendly and healthy working environment for the staff.
• Communicating with the team regularly regarding their grievances and measuring their performance.
• Reporting the progress of the team to upper management on a regular basis.

Requirements

• Bachelor’s degree in Management or relevant field.
• Experience in customer service or sales is a must.
• Proven experience of working as a Call Center Supervisor or Call Center Manager role.
• Outstanding written as well as oral communication skills.
• Proficiency in MS Office and sales procedures
• Strong understanding of company policies and product details.
• Excellent analytical and problem-solving skills.
• Extraordinary interpersonal skills.