Call Center Supervisor
SGS Consulting
Job Responsibilities:
- Supervise and support daily activities of call center customer service representatives (CSRs)
- Act as the primary supervisor for seasonal and temporary CSRs
- Monitor call quality, productivity, attendance, and adherence to schedules
- Coach, mentor, and provide performance feedback to team members
- Assist with onboarding and training of new and temporary staff
- Handle escalated customer issues and ensure timely resolution
- Ensure compliance with company policies and call center procedures
- Prepare reports and track team metrics using Microsoft Office tools
- Collaborate with team members and leadership to meet service level goals
- Support workforce scheduling within rotating shifts
Skills:
- Call center supervisory experience (minimum 2 years)
- Coaching and mentoring customer service teams
- Microsoft Office proficiency (Outlook, Word, Excel, PowerPoint)
- Call monitoring and quality assurance practices
- Performance tracking and reporting
- Customer service escalation management
- Time management and scheduling support
- Strong communication and interpersonal skills
- Bilingual Spanish
Education/Experience:
- High School.
Vacancy posted more than 2 months ago
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