Call Center Supervisor in California

TechOp Solutions is seeking a bilingual individual with excellent communication skills (oral and written), strong reading/writing abilities, and extensive call center supervisory experience to support an exciting opportunity in a federal contact center environment. 

The ideal candidate will have proven leadership skills, experience working with multiple CRM systems, and be a curious and efficient practitioner motivated to succeed in a fast-paced environment, working both independently and as part of a team. 

Duties:

• Collaborates with the call center manager to determine operational strategies, technical specifications and metrics, and contributes to strategic plans. 

• Monitors performance with the objective of improving call center operations, troubleshooting admin and technical issues, and managing the implementation of improvement strategies. 

• Oversee a team of call center operators and...

IHDLab is currently seeking a dedicated and experienced Call Center Supervisor to join our team. As a Call Center Supervisor, you will be responsible for leading a team of call center agents in providing excellent customer service and achieving performance targets. You will play a pivotal role in ensuring all calls are handled efficiently and professionally, while maintaining a high level of customer satisfaction.

Responsibilities

• Monitor and evaluate call center agents' performance, providing coaching and feedback to ensure adherence to quality standards and performance targets
• Handle escalated customer inquiries and complaints, resolving issues in a timely and satisfactory manner
• Develop and implement call center policies and procedures to optimize efficiency and productivity
• Identify training and development needs of call center agents, providing ongoing coaching and support to enhance their skills and knowledge
...