Call Center Supervisor

The Post Oak; Laughlin (NV); On-site; USD 60,000 - 90,000; Full time

Job summary

The Post Oak is seeking a Call Center Manager to supervise Agents, Lead Agents, Trainers and Supervisors onsite in Laughlin, NV. The role ensures customers are served professionally and the team delivers service levels, QA scores, and adherence to policies.

You will coach, develop, and motivate staff, manage performance, and participate in process improvements to elevate customer satisfaction and loyalty. Onsite role with HR tasks and staff interviews.

Qualifications

• This role leads a high-performing call center team to meet service standards.
• Responsible for coaching, performance tracking and issue resolution.
• Ensures policy compliance and recruitment of staff when needed.

Responsibilities

• Builds and leads a high-performing team to meet service levels and QA goals.
• Ensures agents handle incoming interactions efficiently and professionally.
• Monitors and develops agents to maintain department morale and performance.
• Monitors adherence to department and company standards.
• Ensures staff understand and follow policies and procedures.
• Measures and communicates agent performance and progress to Sr. Management.
• Improves customer retention through problem resolution and mentoring agents.
• Rewards agents via incentive programs to boost productivity.
• Demonstrates motivational leadership to reduce turnover.
• Generates ideas on call center issues and participates in process improvements.
• Interviews and hires staff and handles HR-related tasks.
• Completes other duties as assigned by Sr. Management.

Skills

Team leadership

Customer service management

Coaching and development

Adherence monitoring

Policy compliance

Performance tracking

Issue escalation handling

Incentive programs

Motivation and morale

Process improvement

Staff recruitment

Job description

Overview

The Call Center Manager is responsible for the daily supervision of Call Center Agents, Lead Agents, Trainers and Supervisors. Ensuring customer interactions is handled in a helpful, friendly, upbeat and professional manner. The Call Center Manager will supervise all aspects of department and agent’s performance, development and coaching as they assist guests that contact the call center.

Responsibilities

• Builds and leads a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations regarding Service Levels, Abandonment, Adherence, Turnover, QA Monitor Scores and other standards as determined by contact center Sr. Management and Directors.
• Ensures agents are answering all incoming customer interactions efficiently, accurately, and professionally as they assist external customers.
• Monitor, coach, and develop agents to drive department morale and for optimal performance so that department standards for service are met or exceeded.
• Monitors adherence to ensure agents are meeting or exceeding department and company standards.
• Ensures understanding and compliance of staff regarding department and company policies and procedures.
• Measures, documents, and communicates agent’s performance and progress towards goal attainment for assigned team. Accurately and swiftly communicate issues and potential issues to Sr. Management.
• Contributes to customer retention and continuously increase customer loyalty levels through advanced problem resolution, handling of escalated customer interactions and mentoring agents to be well informed, friendly, helpful, upbeat and positive.
• Rewards and recognizes agents via implemented incentive programs to elevate agent productivity performance and achieve service goals.
• Display strong motivational skills towards achieving Call Center goals while maintaining low levels of turnover.
• Generates new ideas/solutions on specific Call Center issues and participates in projects and process improvement initiatives.
• Interviews and hires staff, and other Human Resources related tasks.
• Completes all additional tasks and responsibilities not listed as required or assigned by Sr. Management.

Qualifications

• Builds and leads a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations regarding Service Levels, Abandonment, Adherence, Turnover, QA Monitor Scores and other standards as determined by contact center Sr. Management and Directors.
• Ensures agents are answering all incoming customer interactions efficiently, accurately, and professionally as they assist external customers.
• Monitor, coach, and develop agents to drive department morale and for optimal performance so that department standards for service are met or exceeded.
• Monitors adherence to ensure agents are meeting or exceeding department and company standards.
• Ensures understanding and compliance of staff regarding department and company policies and procedures.
• Measures, documents, and communicates agent’s performance and progress towards goal attainment for assigned team. Accurately and swiftly communicate issues and potential issues to Sr. Management.
• Contributes to customer retention and continuously increase customer loyalty levels through advanced problem resolution, handling of escalated customer interactions and mentoring agents to be well informed, friendly, helpful, upbeat and positive.
• Rewards and recognizes agents via implemented incentive programs to elevate agent productivity performance and achieve service goals.
• Display strong motivational skills towards achieving Call Center goals while maintaining low levels of turnover.
• Generates new ideas/solutions on specific Call Center issues and participates in projects and process improvement initiatives.
• Interviews and hires staff, and other Human Resources related tasks.
• Completes all additional tasks and responsibilities not listed as required or assigned by Sr. Management.

This position is onsite, and is located in Laughlin, NV

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