Call Center Supervisor Experience Level

2 weeks ago

United States of America USA, India timesjobs Full time

The primary responsibility is to manage the day-to-day operations as well as drive best-in-class performance across all key performance indicators including but not limited to: customer satisfaction, operational efficiency, service levels, first contact resolution, customer effort and error rates. The ideal candidate will have experience establishing and implementing processes and procedures for an in-bound and out-bound high-volume customer service operation.
This position requires a strong background in managing people and processes and strong computer skills. The Customer Service Supervisor will be responsible for providing guidance and direction to the Collections, billing, payment processing and customer service staff to accomplish daily/weekly/monthly targets, coordination of activities between customer service team and other departments. This position will also conduct complex analysis and produce statements / reports on a daily/weekly/monthly basis.
This position requires a high level of accuracy and adherence to strict time line. This position is extremely fast-paced, and the ideal candidate must be detail oriented, be able to work well under pressure, and meet hard deadlines.

Duties

Provide leadership, facilitation and development of team members to meet or exceed customer service objectives.
Plan, prioritize, assign, supervise and review the workflow for timely and accurate info to customers.
Collaborate with executive management to build / improve polices, programs and training for call center SOPs in rapid growth entrepreneurial environment.
Perform quality audits to ensure and identify areas of opportunity within the team.
Provide daily, weekly monthly status reports on employee performance.
Identify accounts and load the calls for collections daily.
Provide leadership for the call center team - including managing both the inbound and outbound staff and Alarm programs
Respond to and resolve difficult and sensitive customer inquiries and complaints as needed.
Monitor call flow and phone activity between customers and staff to ensure quality and consistent superior customer experience is being provided.
Regular review of departmental processes to execute process improvement opportunities.
Experience working with government agencies is a plus.

Requirements:

5 Years Call Center Supervisor Experience
Experience working with and strong knowledge of a dialer system
Proven success in collections environment
Expertise in utilizing key metrics to evaluate and recommend best practices for call center operations
Excellent customer interface and customer focus skills
Demonstrated organizational and project management skills
Ability to prioritize and re-prioritize activities, multi-task and follow tasks to completion
Proficient in Microsoft Office including Excel
Good written and verbal communication skills.
Understands key metrics and thorough understanding of analysis
Applicants must have no criminal record; a comprehensive background check will be performed.

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