Supervisor - Call Center

Job Description

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.

• 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

Requirements

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

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.

Benefits

• 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