Call Center Supervisor

Kennedy Services; Maryland; On-site; USD 60,000 - 80,000; Full time

Job summary

Kennedy Services in Baltimore, MD is seeking a Call Center Supervisor to manage a department within a major center. The role focuses on day-to-day operations, production levels, and building a strong team of customer service representatives.

Responsibilities include training, goal setting, monitoring performance, hiring and promotions, analyzing call patterns, and ensuring excellent client relations. Supervisory experience is required.

Qualifications

• Associate or bachelor degree desirable.
• Supervisory experience in customer service and/or call center environment is required.
• One year of management/supervisory experience is required.

Responsibilities

• Trains, develops, and motivates department staff on strategies, applicable laws and regulations, and company policies and procedures.
• Sets individual and group goals in accordance with Company objectives.
• Using various reports and statistics, regularly monitors and evaluates individual and group performance toward achievement of goals; makes adjustments in goal attainment strategies.
• Takes appropriate disciplinary action as necessary.
• Analyzes and resolves work problems.
• Performs personnel actions such as hiring, promotions, transfers, merit increases, and performance appraisals.
• Works the account review file daily.
• Analyzes past and present call patterns and volumes to determine future staffing levels. Works with Director of Quality Assurance to recruit needed staff.
• Acts as a backup, when needed, to customer service representatives to assist when call volume dictates.
• Throughout the day, monitors call volume in each queue to determine if any adjustments in staffing are needed.
• On a timely basis, proactively communicates with assigned client staff to ensure the best possible business relationship with client.

Skills

Customer service

Call center supervision

Team leadership

Performance monitoring

Hiring & promotions

Employee development

Education

Associate or Bachelor degree

Job description

Upcoming career opportunity for a customer service expert to manage a department of a major call center facility in Baltimore City. The Call Center Supervisor is responsible for the day to day and long-term operations and production levels of the assigned department. This position will be responsible for building and developing a strong team of customer service representatives.

RESPONSIBILITIES

• Trains, develops, and motivates the department staff on strategies and techniques, applicable laws and regulations, and company policies and procedures.
• Sets individual and group goals in accordance with Company objectives.
• Using various reports and statistics, regularly monitors and evaluates individual and group performance toward achievement of goals; makes adjustments in goal attainment strategies.
• Takes appropriate disciplinary action as necessary.
• Analyzes and resolves work problems.
• Performs personnel actions such as hiring, promotions, transfers, merit increases, and performance appraisals.
• Works the account review file daily.
• Analyzes past and present call patterns and volumes to determine future staffing levels. Works with Director of Quality Assurance to recruit needed staff.
• Acts as a backup, when needed, to customer service representatives to assist when call volume dictates.
• Throughout the day, monitors call volume in each queue to determine if any adjustments in staffing are needed.
• On a timely basis, proactively communicates with assigned client staff to ensure the best possible business relationship with client.

REQUIREMENTS

• Associate or bachelor degree desirable.
• Supervisory experience in customer service and/or call center environment is required.
• One year of management/supervisory experience is required.