Call Center Supervisor

CATEGORY: Customer Service

Customer Service Call Center Supervisor

Grow your career with Global Response.

Global Response is seeking motivated Customer Service Supervisor interested in providing excellent agent and customer support.

The ideal candidate will have previous experience in a fast-paced customer service role along with Supervisory experience. The successful candidate will be responsible for assisting with customer inquiries along with supervising a team of agents. This role requires someone who can easily adapt to a constantly changing environment, working closely with management team and client.

Open Shift: between 7:30am-8pm
(Must be flexible to work one weekend shift and other hours as needed.)

Location: Broward County, FL

All positions are located at our Margate, FL office.

For more information, call 954-969-2433.




Responsibilities
  • Assisting in the formulation of targets for individuals and teams.
  • Answering questions from staff and providing guidance and feedback.
  • Anticipate escalation and take over calls when needed.
  • Devise ways to optimize procedures and keep staff motivated.
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Hold BCS accountable for their performance and quality.
  • Keep management informed on issues and problems.
  • Focus on and achieve superior customer satisfaction, while adhering to all company and client procedures.
  • Prepare daily and monthly performance reports.

Qualifications
  • Preferred 2+ years of leadership experience, preferably in a contact center environment handling technical and/or retention related fields.
  • Possesses leadership skills to effectively develop, lead, inspire and motivate a high performing team.
  • Effective problem solving/process improvement skills used to identify and resolve operational, customer-facing and/or employee relations problems.
  • Excellent verbal and written communication skills.
  • Proficient computer and technical skills – comfortable with all Microsoft Office programs and streaming devices.
  • Internal candidates must be in ‘good standing’, without any level of disciplinary action.
  • Strong attention to detail
  • Work in a structured environment
  • Organizational and time management skills
  • College degree preferred.

  • Assisting in the formulation of targets for individuals and teams.
  • Answering questions from staff and providing guidance and feedback.
  • Anticipate escalation and take over calls when needed.
  • Devise ways to optimize procedures and keep staff motivated.
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Hold BCS accountable for their performance and quality.
  • Keep management informed on issues and problems.
  • Focus on and achieve superior customer satisfaction, while adhering to all company and client procedures.
  • Prepare daily and monthly performance reports.

  • Preferred 2+ years of leadership experience, preferably in a contact center environment handling technical and/or retention related fields.
  • Possesses leadership skills to effectively develop, lead, inspire and motivate a high performing team.
  • Effective problem solving/process improvement skills used to identify and resolve operational, customer-facing and/or employee relations problems.
  • Excellent verbal and written communication skills.
  • Proficient computer and technical skills – comfortable with all Microsoft Office programs and streaming devices.
  • Internal candidates must be in ‘good standing’, without any level of disciplinary action.
  • Strong attention to detail
  • Work in a structured environment
  • Organizational and time management skills
  • College degree preferred.


Benefits:
  • Paid Training
  • Weekly Pay
  • Growth Opportunities
  • Flexible Schedule
  • And many more…
Job Type:
Full-Time Shifts

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