Contact Center Supervisor & Performance Coach

Alpaca Audiology; Mountain Lakes (NJ); On-site; USD 50,000 - 65,000; Full time

Job summary

Alpaca Services, LLC is seeking a motivated Call Center Supervisor to lead and mentor inbound and outbound patient care representatives in our Springfield, Missouri center. The ideal candidate should be sales-driven, analytical, and capable of coaching a team to meet performance goals.

You will train PCRs, monitor progress, and provide ongoing coaching and support to ensure exceptional patient care and achievement of KPIs. Prior supervisory experience in call center settings is required.

Qualifications

• Associates degree or higher.
• Minimum 3 years Call center, customer service, sales, and supervisory experience.
• Proficiency with Excel and general computer skills.
• Excellent verbal and written communication skills.
• Ability to coach, train, and motivate employees and evaluate performance.
• Strong problem solving, leadership, and customer service skills.
• Analytical, calm under pressure.

Responsibilities

• Train and prepare PCRs to respond to customer questions and complaints and troubleshoot problems.
• Oversee outbound call targets and sales milestones.
• Ensure agents understand and comply with customer service objectives and policies.
• Set clear team goals and KPIs.
• Measure performance with KPIs such as call wait times and productivity.
• Answer agent questions and share best practices.
• Identify operational issues and suggest improvements.
• Monitor and evaluate agent performance and provide coaching.
• Prepare reports and analyze data to support management decisions.
• Collaborate with supervisors and management to maximize customer satisfaction.

Skills

Call center experience

Supervisory experience

Leadership

Coaching

Excel

Communication

Problem solving

Education

Associate degree or higher

Tools

Phone systems

CRM software

Job description

Alpaca Services, LLC is seeking a motivated Call Center Supervisor to lead and mentor inbound and outbound patient care representatives in our Springfield, Missouri center. The ideal candidate should be sales-driven, analytical, and capable of coaching a team to meet performance goals.

You will train PCRs, monitor progress, and provide ongoing coaching and support to ensure exceptional patient care and achievement of KPIs. Prior supervisory experience in call center settings is required.