Call Center Supervisor: Lead, Coach & Improve Performance

YoungWilliams; Livonia (MI); On-site; USD 52,000 - 74,000; Full time

Job summary

YoungWilliams is seeking an experienced Supervisor to direct the activities of Customer Service Representatives (CSRs) and Leads in a Michigan-based call center. The role includes supervision, training, and work direction to staff, with emphasis on coaching, performance monitoring and staffing efficiency.

The ideal candidate will have 1 year of supervisory experience in a call center and familiarity with state and court systems, ensuring prompt and courteous service while maintaining

Qualifications

• Monitors and evaluates the performance of CSRs and Leads to ensure prompt, knowledgeable and courteous customer service.
• Provides coaching, counseling and guidance to CSRs and Leads for ongoing improvement to customer service.
• Makes recommendations to management concerning transfers, promotions, discipline, hiring and termination.
• Monitors individual, team and call center results to identify positive and negative performance trends and ensure attainment of performance goals.
• Analyzes staffing levels and call center trends to ensure staffing levels are efficient to meet goals and objectives.
• Monitors CSRs and Leads time and attendance by maintaining attendance records.
• Assists the Sr. Operations Manager with daily operations.
• Reviews daily reports to identify training opportunities and successes for CSRs and Leads providing feedback.
• Writes and administers performance reviews for skills improvements.
• Communicates and follows up to ensure CSRs and Leads are informed of new information related to procedures and issues.
• Attends management meetings to set performance goals and develop action plans.
• Proficient in Call Center Policy, state & Court computer systems.
• Provides accurate information to inquiring parties and agency staff.
• Ensures confidentiality of all information.
• Accepts escalation calls and resolves caller issues; assists with taking calls.
• Regular and timely attendance.
• Other duties as assigned

Responsibilities

• Supervise CSRs and Leads, providing supervision, training and work direction.
• Monitor performance and customer service quality, coaching for continuous improvement.
• Administer personnel actions such as transfers, promotions, discipline, and hiring recommendations.
• Track staffing and attendance to ensure efficient operations and meeting goals.
• Collaborate with the Sr. Operations Manager on daily operations and reporting.
• Prepare and review performance evaluations and identify training opportunities.
• Communicate updates and procedures to staff and ensure understanding.
• Attend management meetings to set goals and implement action plans.
• Handle escalated inquiries and provide accurate information to stakeholders.
• Maintain confidentiality and ensure timely attendance and presence on shifts.

Skills

People management

Coaching & development

Performance reviews

Call center operations

Attendance tracking

Education

Associate's degree

Tools

State & Court systems

Call center policies

Job description

YoungWilliams is seeking an experienced Supervisor to direct the activities of Customer Service Representatives (CSRs) and Leads in a Michigan-based call center. The role includes supervision, training, and work direction to staff, with emphasis on coaching, performance monitoring and staffing efficiency.

The ideal candidate will have 1 year of supervisory experience in a call center and familiarity with state and court systems, ensuring prompt and courteous service while maintaining