Lead Call Center Supervisor — Elevate Customer Experience

Solera; Jacksonville (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Solera in Jacksonville is seeking a Call Center Supervisor to lead a team of customer service agents, ensure smooth daily operations, and drive performance improvements. You will coach, mentor, and monitor quality, service levels, and KPIs to deliver outstanding customer experiences.

Responsibilities include onboarding and training new agents, developing development plans, scheduling, reporting, and process optimization.

Qualifications

• Leadership ability to inspire and guide a team.
• Empathy in managing customer interactions and staff.
• Strong analytical and problem-solving skills.
• Accountability for team performance and outcomes.
• Results-driven with KPI focus.
• Clear verbal and written communication.
• Organizational skills for multitasking and deadlines.
• Adaptability to changing needs and tech.
• Interpersonal skills for relationships with staff and clients.
• High integrity in all actions.

Responsibilities

• Oversee daily operations and team performance, ensuring service level attainment and meeting business objectives.
• Lead one-on-one coaching sessions, conduct performance reviews, and provide feedback to motivate and support agents.
• Foster a team-oriented environment, reinforcing the company’s vision through everyday actions and decision-making.
• Empower agents by providing opportunities for input on process improvements and developing new ways to enhance customer interactions.
• Manage onboarding for new agents and identify ongoing training needs for skill enhancement.
• Create and implement structured development plans and training programs based on business requirements.
• Work closely with agents to ensure they are meeting KPIs and drive continuous personal and professional growth.
• Monitor key performance metrics and quality assurance standards for agents, ensuring adherence to company goals.
• Address performance issues by analyzing call center data and offering actionable feedback to drive improvement.
• Celebrate achievements, reinforce milestones, and acknowledge efforts that contribute to the team’s success.
• Maintain a high standard of service quality through regular call monitoring and performance reviews.
• Conduct audits, deliver constructive feedback, and develop corrective action plans to ensure compliance with quality benchmarks.
• Utilize Live Monitoring and other tools to provide real-time feedback and continuously improve performance.
• Handle complex customer queries and issues escalated from agents, ensuring timely and effective resolutions.
• Address behavioral issues and conflicts in a fair, tactful manner, while working to prevent future issues.
• Maintain professionalism when handling sensitive situations, ensuring customer satisfaction at all times.
• Monitor and manage agent attendance, addressing issues such as callouts and absenteeism.
• Enforce attendance policies fairly and consistently while supporting agents in improving attendance and productivity.
• Generate and analyze daily performance reports, utilizing data to make informed decisions and implement strategic improvements.
• Help agents set SMART goals, track their progress, and ensure that individual and team objectives align with business priorities.
• Continuously evaluate call center processes and implement strategies to enhance operational efficiency and effectiveness.
• Identify roadblocks, suggest improvements, and streamline operations to achieve optimal results.

Skills

Leadership

Empathy

Critical thinking

Accountability

Results-oriented

Communication

Organization

Adaptability

Interpersonal skills

Integrity

Job description

Solera in Jacksonville is seeking a Call Center Supervisor to lead a team of customer service agents, ensure smooth daily operations, and drive performance improvements. You will coach, mentor, and monitor quality, service levels, and KPIs to deliver outstanding customer experiences.

Responsibilities include onboarding and training new agents, developing development plans, scheduling, reporting, and process optimization.