Supervisor - Call Center

Realtime Results, LLC; Maryland Heights (MO); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Private Health Insurance

401(k) with Company Automatic Company"

Paid Time Off

Annual bonuses based on company успех

Job summary

Realtime Results, LLC is seeking a Call Center Supervisor to lead a team of agents handling product recall inquiries and to coach, mentor, and improve service metrics. You will report to the Operations Manager and work with the Senior Supervisor to ensure recalls run smoothly for our clients.

The role requires a high school diploma and 2+ years of call center experience with supervisory exposure. Proficiency in Word/Excel and strong leadership skills are essential for driving performance and

Qualifications

• 2+ years of call center experience with leadership responsibility.
• Strong leadership and coaching abilities.
• Excellent customer service mindset.
• Proficient in MS Word and Excel.
• Able to mentor agents and conduct performance reviews.

Responsibilities

• Collaborate with Senior Supervisor to manage a team of call center agents.
• Handle escalated calls and resolve customer complaints with a service mindset.
• Monitor and improve customer service metrics and recall processes.
• Ensure agents follow established recall protocols.
• Mentor agents and lead the team to daily/weekly/monthly goals.
• Provide regular feedback and conduct performance reviews.
• Track call volume, response time, and customer satisfaction; identify improvements.
• Suggest enhancements to boost productivity and program performance.
• Assist with scheduling and payroll timecard approvals.
• Ensure policy compliance including attendance and PCI compliance.
• Participate in hiring, onboarding, and training of new agents.
• Attend weekly Product Recall meetings and follow up actions.

Skills

Leadership

Coaching

Customer service

Communication

Time management

Performance mgmt

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Job description

Realtime Results is hiring a Call Center Supervisor to lead a team of call center agents handling product recall inquiries for our clients. Reporting to the Operations Manager and working closely with our Senior Supervisor, you'll coach agents, improve service metrics, and help keep our recall process running smoothly for the businesses that depend on us.

What You'll Do

• Work directly with the Senior Supervisor to manage a team of call center agents handling product recall inquiries
• Handle escalated calls and resolve customer complaints with a strong service mentality
• Monitor and improve customer service metrics and recall processes and procedures
• Help ensure agents follow established protocols for handling recall inquiries
• Mentor agents and solve problems to help the team hit daily, weekly, and monthly goals
• Give agents regular feedback, conduct monthly check-ins, and lead annual performance reviews
• Track call volume, response time, and customer satisfaction; identify areas for process improvement
• Recommend enhancements that improve productivity, efficiency, and overall program performance
• Prepare agent schedules and manage timecard approval with Payroll
• Ensure compliance with company policy, including attendance and PCI compliance
• Participate in hiring, onboarding, and training new agents
• Attend weekly Product Recall meetings and follow up on assigned action items

High school diploma or equivalent required

2+ years of call center experience; team lead or supervisory experience preferred

Proficient in Microsoft Word and Excel

Strong leadership, coaching, and motivational skills

Excellent customer service mentality

Background in call processing and customer service principles

Strong communication, organizational, and time management skills

About Realtime Results

Realtime Results brings a technology-centric approach to every business unit we run, powered by tools like our Open Door Solution, a mobile platform connecting field teams to back-office operations. Recall Results, our recall management division, helps clients reduce cost, gain efficiency, and grow revenue through recall management, call center support, and logistics services.

Realtime Results is an equal opportunity employer, committed to a workplace free from discrimination and bias, and to a diverse, inclusive team where everyone is valued.

• Private Health Insurance
• 401(k) with Company Automatic Contribution
• Paid Time Off
• This position is eligible for annual company-wide bonuses based on company success