Call Center Supervisor at Cooperative Services Center Wake Forest, NC

Summary The Cooperative Services Center (CSC) supports all call center functions for Wake Electric Membership Cooperative. In this role, the Call Center Supervisor provides leadership and support to call center staff while motivating the team to deliver efficient, accurate, and timely service. This position partners closely with Customer Service leadership to identify and implement opportunities for continuous improvement. The role requires a high level of professionalism and confidentiality, fostering trust through open communication and strong collaborative relationships both within and outside of the Customer Service Department. Responsibilities Oversee all aspects of performance and development for direct reports. Handle escalated and complex customer service issues. Conduct annual performance reviews. Maintain accurate documentation of employee performance. Drive ongoing training and workflow improvements. Lead regular (weekly) meetings with assigned staff to provide instruction, support development, monitor progress, and deliver coaching. Ensure adherence to all Company and Department procedures and collaborate with the Service Support Advisor on call monitoring and quality assurance initiatives. Manage call center queues through effective scheduling. Track, analyze, and report on key call center metrics. Demonstrate strong understanding of rate schedules and accurately calculate and explain them to members and employees. Qualifications Must be PC literate; MS Office skills (Word, Excel, PowerPoint) with strong Excel skills. Excellent telephone presence, interpersonal skills, and ability to communicate effectively. 2 years+ of call center supervisory experience. Strong organizational/time management skills and multi-tasking abilities. Detail‑oriented; flexible and creative. Excellent data entry, typing, and computer skills. Demonstrated ability to lead teams in a challenging, fluid and fast-paced environment. Ability to work well under pressure, consistently meet deadlines with minimal direction. Internet capabilities when working from home are needed. Successful candidate will be required to pass a background check and drug test. Cooperative Services Center is an Equal Opportunity Employer including Veterans/Disabilities. #J-18808-Ljbffr Neier Inc.