Call Center Supervisor

iQor; Meridian (MS); In loco; USD 42.000 - 54.000; Tempo pieno

Descrizione del lavoro

iQor is seeking an energetic Call Center Supervisor to lead a dynamic customer service team onsite in Meridian, MS. This role emphasizes coaching, performance management, and multilingual support to deliver outstanding customer experiences in a fast-paced environment.

You will monitor call metrics, manage escalations, and collaborate on projects to improve efficiency and customer satisfaction, while guiding the team across shifts with clear policies and procedures.

Competenze

• Experience supervising or leading a call center or customer service team.
• Strong management skills to lead diverse teams.
• Excellent English communication; multilingual abilities are a plus.
• Experience with project management, analysis, and problem solving.
• Experience negotiating with customers and upselling or cross-selling products/services.
• Familiarity with customer service software and call center platforms.
• Experience supervising multilingual teams is a plus.

Mansioni

• Supervise and coordinate daily call center activities to ensure high-quality service.
• Lead, motivate, and develop the team through coaching and performance management.
• Monitor metrics and analysis to identify improvements and implement strategies.
• Handle escalations promptly and professionally.
• Support project management initiatives to improve efficiency and customer satisfaction.
• Foster multilingual environment and provide language support as needed.
• Communicate policies and procedures across shifts.

Conoscenze

Leadership

Coaching

Performance management

English communication

Multilingual capabilities

Project management

Analytical skills

Negotiation

Upselling/Cross-selling

Call center tools

Strumenti

Call center software platforms

Descrizione del lavoro

We are seeking an energetic and motivated Call Center Supervisor to lead our dynamic customer service team. In this pivotal role, you will oversee daily operations within the call center, ensuring exceptional service delivery and efficient management of customer interactions. Your leadership will inspire your team to achieve performance goals, foster a positive work environment, and uphold the company's commitment to outstanding customer experiences. This position offers an exciting opportunity for a proactive professional to make a significant impact in a fast-paced, multilingual environment dedicated to excellence.

Must report ONSITE in Meridian, MS

Responsibilities

• Supervise and coordinate daily call center activities, ensuring smooth operations and high‑quality customer service.
• Lead, motivate, and develop a team of customer service representatives through coaching, training, and performance management.
• Monitor call metrics and analysis reports to identify areas for improvement and implement effective strategies.
• Manage escalations promptly and professionally, resolving complex customer issues with tact and negotiation skills.
• Support project management initiatives aimed at enhancing operational efficiency and customer satisfaction.
• Foster a multilingual environment by encouraging language diversity and providing language support where needed.
• Communicate clearly with team members across shifts, providing guidance on policies, procedures, and best practices.

Experience

• Proven supervising or leadership experience within a call center or customer service environment.
• Strong management skills with the ability to lead diverse teams effectively.
• Excellent communication skills in English; multilingual abilities are highly desirable to serve a global customer base.
• Demonstrated proficiency in project management, analysis skills, and problem‑solving techniques.
• Experience in handling customer negotiations and sales processes to upsell or cross‑sell products/services.
• Familiarity with customer service software tools and call center technology platforms.
• Prior experience in supervising teams with multilingual capabilities is a plus. Join us to lead an energetic team dedicated to delivering exceptional service while advancing your leadership career!