Call Center Supervisor

Call Center Agent Supervisor

Doherty Staffing Solutions is hiring a Call Center Supervisor for a leading healthcare services company located in St. Cloud, MN. If you enjoy a fast-paced environment and want reliable hours with weekly pay, this job could be a great fit. Read below for more information!

Manage and supervise the day-to-day activities of the outbound call center team.

Lead by example and provide ongoing support, motivation, and coaching to team members.

Monitor and ensure adherence to call center policies, scripts, and procedures.

Foster a positive work environment, promoting teamwork and professional development.

Track team performance against key metrics, including call volume, conversion rates, and quality assurance.

Analyze data and provide regular performance reports to management.

Identify areas for improvement and implement corrective action plans to address performance gaps.

Conduct regular call reviews to ensure quality and compliance with customer service standards.

Work with the Manager to set clear return rates and service targets for the team and ensure these targets are met.

Motivate team members to achieve individual and team performance goals.

Collaborate with management to develop strategies to optimize lead generation.

Provide ongoing training to team members on products, services, and customer handling techniques.

Develop team members’ skills through coaching and feedback sessions.

Ensure that the team is kept up to date on any changes to product offerings, promotions, or company policies.

Ensure that all outbound calls are conducted in a professional manner that enhances customer experience.

Handle escalated customer complaints and ensure they are resolved promptly and satisfactorily.

Implement strategies to improve overall customer satisfaction and retention.

Work with workforce management to ensure adequate staffing levels during peak hours.

Coordinate with HR and management for staffing needs, including recruiting and onboarding of new team members.

Monitor and manage time-off requests and attendance to minimize disruptions to operations.

Enjoy weekly pay, access to health coverage options through Benefits in a Card (including preventative and minimum value plans), and temp-to-hire opportunities for long-term stability where applicable. As a family-owned company with over 45 years in business, we pride ourselves on providing personalized support through a local, dedicated recruiter and maintaining a strong reputation backed by positive online ratings. We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer, welcoming candidates from all backgrounds and experiences.