Call Center Supervisor Job Description Template
Our company is looking for a Call Center Supervisor to join our team.
Responsibilities:
- Training, and preparing call center representatives to respond to customer questions;
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies;
- Address potential system issues internally and externally;
- Monitor pools and track inbound calls, calls waiting and abandonment rate;
- Working with other management team members to support agents and maximize customer satisfaction;
- Cover supervisor line when assigned;
- Confirm appointments and reschedule missed appointments;
- Confidently recommend/promote services;
- Collect and analyze metrics/run reports;
- Outbound calls following up with customers who visited the dealership and internet leads;
- Maximizing sales and profitability of the center to agreed levels of performance;
- Train and motivate BDC representatives;
- Log customer information and purify the customer database;
- Have the ability to create and maintain a process-driven work environment;
- Answer customer questions promptly with honesty and accuracy.
Requirements:
- Professional communication and presentation skills, including face to face, email, telephone, and video conference;
- Strong customer service skills with the ability to manage complex calls;
- Strong Leadership skills;
- Problem solving skills;
- Multitasking skills;
- Skill in using healthcare software and computer systems;
- Bachelor’s Degree in communications, marketing, business or related area;
- Proven experience improving quality of healthcare access;
- Task and process-oriented;
- Disciplined self-starter;
- Upbeat, energetic, and persuasive personality;
- Ability to lead by example and motivate a team of representatives;
- Phone experience (Call Center Management, Telesales, Collections, etc.).