Call Center Supervisor

SGS Consulting

Illinois

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.

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Vacancy posted more than 2 months ago

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