Call center supervisor

SGS Consulting

Illinois

Job Responsibilities:

Train, mentor, and coach agents on skills, product knowledge, and procedures.
Monitor calls and agent performance using metrics (abandonment rate, wait times).
Handle complex customer issues and complaints (escalations).
Motivate staff and manage schedules/staffing.
Oversee daily call center workflow and ensure policy/procedure adherence.
Identify training needs and implement workshops.
Improve processes for efficiency and better customer experience.
Take over calls when agents are overwhelmed.

Skills:

2+ years of experience
Excel, outlook, MS word.

Education/Experience:

High school diploma

Apply

Vacancy posted more than 2 months ago

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