Call Center Supervisor

Verida Inc; Villa Rica (GA); On-site; USD 42,000 - 52,000; Full time

Job summary

Verida Inc. in Villa Rica, GA is seeking a Call Center Supervisor to oversee staff and ensure service levels align with contractual obligations. The role works directly with management to drive performance and resolve escalations.

The ideal candidate will have at least two years in customer service within a call center and demonstrated supervisory experience; proficiency in Microsoft Office is expected. Responsibilities include scheduling, coaching, and maintaining quality across shifts.

Qualifications

• Associate degree or commensurate experience in a supervisory role.
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• 2+ years of customer service experience in a call center environment; supervisory experience preferred.

Responsibilities

• Supervise staff in accordance with company policies and procedures.
• Work with Management to achieve Call Center performance and contractual objectives.
• Coach and mentor staff to achieve optimum performance levels.
• Schedule staff, including training, vacations, breaks, overtime, and shift rotations.
• Analyze call center volume with management and adjust staffing to meet service goals.
• Coordinate with other Supervisors to ensure cohesive, high-performing center.
• Complete HR paperwork and other duties as assigned.

Skills

Leadership

Organization & time management

People skills

Microsoft Office

Call center systems knowledge

Customer service excellence

Education

Associate’s Degree

Tools

Microsoft Office Suite

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Supervisor

Full Time Admin Support Worker Villa Rica, GA, US

3 days ago Requisition ID: 2605

SUMMARY: Supervise staff in accordance with company policies and procedures. Work directly with Management to achieve all Call Center performance and contractual compliance objectives.

ESSENTIAL FUNCTIONS

• Ensures adherence to Call Center Policies and Procedures.


• Ensure calls are handled efficiently, accurately, and in a timely manner.


• Assists staff in resolving complaints or escalated calls.


• Coach and mentor staff to achieve optimum performance levels.


• Monitor personnel performance and participate in employee performance reviews.


• Responsible for staff scheduling to include: employee training/re-training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations.


• Work with Call Center Manager to analyze call center volume. Make recommendations to staffing levels in order to meet Grade of Service\"goals.


• Communicate and coordinate with other Supervisors to ensure Call Center performs as a cohesive unit and meets performance goals.


• Complete human resource paperwork.


• Other duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Ability to work well with people. Strong leadership skills.


• Exceptional organization and time management skills.


• Positive attitude, good judgment, and strong work ethic.


• Strong computer skills. Proficiency and speed working in all Microsoft Office products.


• Strong organizational skills, including time management and documentation.


• Knowledge of telephone call center systems.

QUALIFICATION

• Associate’s Degree from an accredited college or university and/or commensurate experience in the areas of call center supervisory position.


• Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint).


• Previous supervisory experience preferred; at least two or more years of Customer Service experience in a Call Center environment.