Call Center Supervisor

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. #J-18808-Ljbffr