Job Title: Contact Center Operations Supervisor
This leadership role oversees the day-to-day activities of a team in a 24/7 contact center environment. The ideal candidate will have strong customer service, analytical, and communication skills.
The primary responsibility is to lead a team of agents handling inbound calls, emails, chats, and outbound sales. The supervisor ensures that workload meets product/service standards and exceeds quality KPIs.
Key Responsibilities:
* Ensure all customer interactions meet high standards of quality and productivity.
* Oversee call handling performance, including metrics for customer retention, bookings, service levels, and abandonment rates.
* Mentor and coach team members to achieve quality and performance standards.
* Facilitate disciplinary action with direct reports as required.
* Liaise between departments to align priorities with corporate strategy and drive sustainable improvements.
Required Skills and Qualifications:
* 5+ years in customer service.
* 3+ years in call center management.
* Creative and strategic thinking.
* Excellent verbal and written communication skills.
* Strong interpersonal communication abilities.
* Solid analytical skills and ability to interpret data.
* Proficient in Excel, including pivot tables and graphs.
* Ability to manage multiple people/projects simultaneously.
* Innovative, out-of-the-box thinking.
Benefits:
* Competitive pay with incentive opportunities.
* Paid time off and company holiday pay.
* Medical, dental, and vision insurance.
* 401(k) retirement savings plan with company matching.
* Life and disability insurance options.
* Supplemental benefit programs.
Equal Employment Opportunity:
We are an equal opportunity employer and welcome applications from qualified candidates regardless of race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.