Customer Service Call Center Supervisor

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

POSITION: Customer Service Call Center SupervisorLOCATION: In-Office | 4120 International Parkway Suite 1100, Carrollton, TX, 75007|WEBSITE: https://www.swcgroup.com/careers.htmlSummary:The Customer Service Supervisor is responsible for managing and overseeing a team of call center agents. Motivates and supports agents through feedback and communication. Measures KPI's like inbound calls, call waiting, and call abandonment. Assists with taking agents' calls when needed.Essential Duties and 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.Serve as a resource and subject matter expert for process changes, quality audits, system enhancements, and customer facing processes and product offerings.Conduct interviews and process new hires as needed.Vocalize recommendations and assist in the implementation of goals and objectives, workflow revisions, scheduling, to provide superior customer service. Will also implement policies and procedures.Effectively communicate with various business lines and stakeholders to resolve issues and meet company objectives.Analyze call volume trends and workflows and report system issues to IT service desk promptly.Additional Projects as assigned by management.Schedule: Availability from Monday-Saturday from 8am-6pm.Compensation: $43,000-48,000Requirements: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.Must have excellent interpersonal skills and great telephone etiquette.High School Diploma/GED requiredAuthorized to work in the United StatesClient requirements for this campaign require a clean background check and a negative drug test resultSWC Group Benefits:Paid Holidays and CPL (Comprehensive Paid Leave)Medical, Dental and Vision InsuranceLife InsuranceShort-Term and Long-Term Disability PlansHSA (Pre-tax) Savings Account401(k) Plan with matching contributionEmployee Referral BonusPaid Training ProgramPlease feel free to contact us for further questions at [phone] or via email at [e-mail]