Supervisor

The Results Companies; Martinsville (VA); On-site; USD 50,000 - 70,000; Full time

Job summary

The Results Companies in Martinsville, Virginia is seeking a Supervisor to provide world-class support to Call Center Agents and clients’ customers. This role involves managing and coaching a team effectively while maintaining performance targets.

Ideal candidates will have proven mentoring experience, strong customer service skills, and the ability to multitask and handle escalated calls.

Join a dynamic environment where you can develop your team and enhance your professional skills.

Qualifications

• Experience as a mentor is required.
• Perfect attendance for the last 30 days.
• Proficient knowledge of inbound contact center environment.

Responsibilities

• Identify and coach agent development areas.
• Directly manage a team of 10 or more agents.
• Conduct phone call monitoring and desk-side coaching.

Skills

Customer service skills

Analytical skills

Communication skills

Troubleshooting skills

Team development

Multitasking

Job description

Job Description

The Supervisor provides world‑class support to the Call Center Agents and our clients’ customers, consistently driving to exceed performance targets. The supervisor supports and develops RAs by delivering a Best‑In‑Class coaching level in call center performance, customer service, technology, and professional development.

Duties and Responsibilities

• Identify, prioritize, and coach agent development areas.
• Directly manage team of 10 or more agents.
• Document account resolutions, issues, and general notes.
• Assist agents with product or account issues through functionality and basic troubleshooting.
• Maintain target performance levels required by the client.
• Keep up‑to‑date product and procedural knowledge.
• Provide motivational techniques to promote team building and morale.
• Help maintain a good team and working environment.
• Multitask, listen, input data, probe, and provide solutions to agents.
• Ensure agent reference materials are up to date.
• Undertake general duties or additional tasks as business requires.
• Conduct mandatory phone call monitoring and desk‑side coaching.
• Ensure agents have working equipment and necessary items.

Qualifications

• Experience as a mentor.
• Perfect attendance for the last 30 days.
• Proficient knowledge of inbound contact center environment.
• Excellent phone, customer service, analytical and troubleshooting skills.
• Solid verbal and written communication skills.
• Ability to multitask, handle escalated calls, and manage upset customers professionally.
• Accommodate a flexible schedule.
• Analytical and troubleshooting expertise.
• Resume of readiness updated.
• Positive attitude.
• Ability to develop and motivate a team.
• Superb listening, probing, negotiation, and de‑escalation skills.

Additional Information

The Results Companies is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by applicable law.