Call Center Supervisor

Clearnexus; United States; Remote; USD 50,000 - 75,000; Full time

Job summary

Clearnexus is seeking a Call Center Supervisor to lead and develop a team of customer support representatives. The role involves monitoring performance, ensuring customer satisfaction, and conducting training sessions. Ideal candidates will have strong leadership skills and proven experience in call center management.

Qualifications

• Proven experience in call center management or a related role.
• Ability to work in a fast-paced and dynamic environment.
• Flexibility to work non-standard hours or weekends as needed.

Responsibilities

• Lead, mentor, and motivate a team of customer support representatives.
• Monitor and evaluate call center performance, providing feedback and coaching.
• Handle escalated customer issues and provide resolutions.

Skills

Leadership

Coaching

Communication

Problem-solving

Interpersonal skills

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Call center software

Job description

About the job

Position Summary:As a Call Center Supervisor at Clearnexus, you will be responsible for ensuring the smooth operation of our call center team and maintaining the highest levels of customer satisfaction. You will play a critical role in leading, coaching, and developing a team of customer support representatives while also monitoring performance and providing feedback.Key Responsibilities:

• Lead, mentor, and motivate a team of customer support representatives.
• Monitor and evaluate call center performance, providing feedback and coaching to improve efficiency and quality of service.
• Develop and maintain call center operational procedures and standards.
• Handle escalated customer issues and provide resolutions in a timely and professional manner.
• Analyze call center metrics and prepare reports to track and communicate team performance.
• Collaborate with other departments to ensure seamless communication and problem resolution.
• Conduct regular training sessions and workshops for team members to enhance their skills and knowledge.
• Stay up-to-date on industry trends and best practices in call center management.

Qualifications:

• High school diploma or equivalent; Bachelor's degree preferred.
• Proven experience in call center management or a related role.
• Strong leadership and coaching skills with a focus on team development.
• Exceptional communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.
• Proficiency in call center software and tools.
• Excellent problem-solving and conflict resolution abilities.
• Flexibility to work non-standard hours orweekendsas needed.
• English C1