In-Office Customer Service Floor Supervisor
$45k - $50kSwc Group
- In-Office Customer Service Floor SupervisorHot Job## OverviewSalary Range$45,000.00 - $50,000.00 SalaryPosition TypeFull TimeJob ShiftDayEducation LevelHigh School## Description**In-Office Only Position (Relocation not offered)****POSITION: Customer Service Call Center Supervisor****LOCATION: In-Office | 4120 International Parkway Suite 1100, Carrollton, TX, 75007|****WEBSITE: Customer Service Supervisor is responsible for managing and overseeing a team of call center agents. Motivates and supports agents through feedback and communication. Measures KPI's like inbound calls, call waiting, and call abandonment. Assists with taking agents' calls when needed.**Essential Duties and Responsibilities:*** Ensure optimal workflows are in motion and forecast, prioritize, delegate, and oversee workflow to deliver superior customer service to clients and customers.* Continuously review and audit the team’s performance to ensure quality assurance and KPI’s are met or exceeded by CSR’s.* Document, track, and report daily, weekly, and monthly metric reports on employee performance measures.* Manage, review, and approve team members’ timecards with high levels of accuracy.* Handle escalated calls and sensitive customer inquiries in a professional and timely manner.* Serve as a resource and subject matter expert for process changes, quality audits, system enhancements, and customer facing processes and product offerings.* Conduct interviews and process new hires as needed.* Vocalize recommendations and assist in the implementation of goals and objectives, workflow revisions, scheduling, to provide superior customer service. Will also implement policies and procedures.* Effectively communicate with various business lines and stakeholders to resolve issues and meet company objectives.* Analyze call volume trends and workflows and report system issues to IT service desk promptly.* Additional Projects as assigned by management.**Schedule:** Availability from Monday-Saturday from 8am-6pm.**Compensation:** $45,000-50,000**Requirements**:* Minimum of 3 years of Customer Service Call Center Supervisory experience.* Working and proficient knowledge of Microsoft Word and Excel.* Strong ability to multi-task and work independently under high pressure, deadlines and goals.* Must have excellent interpersonal skills and great telephone etiquette.* High School Diploma/GED required* Authorized to work in the United States* Client requirements for this campaign require a clean background check and a negative drug test result**SWC Group Benefits:*** Paid Holidays and CPL (Comprehensive Paid Leave)* Medical, Dental and Vision Insurance* Life Insurance* Short-Term and Long-Term Disability Plans* HSA (Pre-tax) Savings Account* 401(k) Plan with matching contribution* Paid Training ProgramPlease feel free to contact us for further questions at View phone number on click.appcast.io or via email at View email address on click.appcast.io
- J-18808-Ljbffr Swc Group
Vacancy posted 4 days ago
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