Call Center Supervisor

Landry's, LLC.; Laughlin (NV); On-site; USD 90,000 - 120,000; Full time

Job summary

Landry's, LLC. in Laughlin, NV is seeking a Call Center Manager to supervise daily operations of Call Center Agents, Lead Agents, Trainers and Supervisors, ensuring friendly, professional guest interactions and adherence to service standards.

You will build and coach a high-performing team, monitor performance, drive QA scores and KPI attainment, manage staffing, recruit, interview, and handle escalations while partnering with Sr. Management on process improvements.

Qualifications

• Builds and leads a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations.
• Ensures agents are answering all incoming customer interactions efficiently, accurately, and professionally.
• Monitors adherence to ensure agents are meeting or exceeding department and company standards.
• Measures, documents, and communicates agent’s performance toward goal attainment.
• Interviews and hires staff, and other Human Resources related tasks.

Responsibilities

• Builds and leads a high-performing team to achieve service goals.
• Ensures agents respond to customer interactions efficiently and professionally.
• Coaches agents to improve morale and performance.
• Monitors adherence to department and company standards.
• Communicates performance and progress to Sr. Management.
• Drives customer retention through effective issue resolution and escalations.
• Rewards and recognizes agents to elevate productivity.
• Participates in process improvements and projects.

Skills

Leadership

Team building

Coaching

People management

Performance monitoring

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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