Call Center Supervisor: Lead a High-Impact Customer Service Team

Swc Group; Carrollton (TX); On-site; USD 43,000 - 48,000; Full time

Benefits offered by this job

Paid Holidays and CPL (Comprehensive +

Medical, Dental and Vision Insurance

Life Insurance

Short-Term and Long-Term Disability

HSA Savings Account

401(k) Plan with matching

Employee Referral Bonus

Paid Training Program

Job summary

SWC Group in Carrollton, TX seeks a Customer Service Call Center Supervisor to lead and develop a team of call center agents in an in-office environment. You will forecast workflows, delegate tasks, monitor KPI attainment, and help with escalated inquiries while coordinating with different business lines.

This role requires at least 3 years of supervisory call center experience, strong MS Word/Excel skills, and the ability to multi-task under pressure.

Qualifications

• Minimum of 3 years of Customer Service Call Center Supervisory experience.
• Working and proficient knowledge of Microsoft Word and Excel.
• Strong ability to multi-task and work independently under high pressure, deadlines and goals.

Responsibilities

• Ensure optimal workflows are in motion and forecast, prioritize, delegate, and oversee workflow to deliver superior customer service to clients and customers.
• Continuously review and audit the team’s performance to ensure quality assurance and KPI’s are met or exceeded by CSR’s.
• Document, track, and report daily, weekly, and monthly metric reports on employee performance measures.
• Manage, review, and approve team members’ timecards with high levels of accuracy.
• Handle escalated calls and sensitive customer inquiries in a professional and timely manner.
• Vocalize recommendations and assist in the implementation of goals and objectives, workflow revisions, scheduling, to provide superior customer service.
• Effectively communicate with various business lines and stakeholders to resolve issues and meet company objectives.

Job description

SWC Group in Carrollton, TX seeks a Customer Service Call Center Supervisor to lead and develop a team of call center agents in an in-office environment. You will forecast workflows, delegate tasks, monitor KPI attainment, and help with escalated inquiries while coordinating with different business lines.

This role requires at least 3 years of supervisory call center experience, strong MS Word/Excel skills, and the ability to multi-task under pressure.