Call Center Supervisor

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.).