Call Center Supervisor

Dunhill Professional Search & Government Solutions

Muskogee (OK)

On-site

USD 40,000 - 60,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

401(k)

Job summary

A leading staffing and solutions company seeks a Call Center Supervisor in Muskogee, OK. In this role, you will oversee customer service staff, ensuring adherence to Service Level Agreements. This includes training agents, monitoring interactions, and providing performance feedback. Candidates should have an Associate's degree and experience in a call center environment. Strong communication and organizational skills are essential. Join a team focused on delivering exceptional customer service with opportunities for personal development.

Qualifications

Must have an Associate's degree or additional experience in lieu of degree.
Two or more years experience as an agent at the respective skill level, or one or more years supervising agents.
Experience in monitoring contact center activities (volume, staffing, CSAT data, and KPIs).

Responsibilities

Monitor agent interactions and provide performance feedback and coaching.
Work with Quality Coordinator on quality assurance plans.
Track, analyze, and report performance results to agents.

Skills

Excellent oral communication skills

Excellent written communication skills

Strong organizational skills

Quality monitoring experience

Performance management and coaching

Education

Associate's degree or relevant experience

Job description

6 days ago Be among the first 25 applicants

Direct message the job poster from Dunhill Professional Search & Government Solutions

Step in as a Call Center Supervisor and turn challenges into solutions while keeping customer smiles front and center! In this role you’ll be supporting a major federal agency and a number of websites they operate.

Responsible for supporting Customer Support Services to ensure customers are satisfied and staff meets business needs and expectations. Directs and supervises staff responsible for resolving processing issues, managing COD processing status, analyzing data and outreach for batch processing issues and more. Ensures staff has the utmost focus on customer satisfaction and adherence to established Service Level Agreements (SLAs).

Supervises and monitors day-to-day activities of Customer Service Support Services to ensure all matters adhere to the established Service Level Agreements (SLAs).
Develops and maintains advanced customer service knowledge and skills. Aids in the development or improvement of these skills for supervised staff on a continuous basis.
Responsible for setting priorities and coordinating activities that align with set objectives and goals.

The Supervisor is responsible for daily supervision of agents, QA on all access channels, and performance feedback and coaching.

Responsibilities

Monitor agent interactions and provide performance feedback and coaching.
Work with Quality Coordinator on quality assurance plans, outcomes, performance results, and coaching.
Performing QA on all access channels (interpreting quality standards, calibrating with other Supervisors and the Government).
Track, analyze, and report performance results to agents and CC management.
Provide real time support in the CC, assisting agents with questions, problems, resource retrieval, and escalated inquiries.
Train agents on CC operations or other areas as directed by the CCM.

Minimum Qualifications

Candidates must have an Associates degree or additional experience in lieu of degree
Two or more years experience serving as an agent at the respective skill level, or one or more years of experience supervising agents at the respective skill level.
Excellent oral, written and interpersonal communications skills.
Strong organizational skills.
Experience in quality monitoring, evaluation, and performance management and coaching.
Experience in monitoring contact center activities (volume, staffing, CSAT data, and KPIs).
Must be positive and self-motivated with the ability to change priorities on demand.

Seniority level