Call Center Supervisor

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
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.OneTouch Direct has a career opportunity available for a Performance Supervisor in Nashville, TN.

OneTouch Direct is not your typical Call Center. Founded in 1998 we have since grown into one of the most preeminent providers of contact center solutions in the nation. We work with Fortune 500 companies providing useful products and excellent service. We are a seamless extension of our clients while building an internal culture that stands out above the rest.

The Supervisor will lead a group of associates by supporting each individual to achieve their personal goals alongside company performance metrics. Candidates must be self motivated and understand the value of motivating others.

Essential Duties and Responsibilities:

• Manage and motivate staff, train and develop staff according to company policies and ensure relevant Employee Relations procedures are followed.
• Monitoring daily employee...