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
• Generate reports regarding call center performance, analyzing data to identify trends and areas for improvement
• Maintain accurate records of call center activities, ensuring data integrity and compliance with company policies
• Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience
• Stay updated on industry trends and best practices in call center operations, making recommendations for process improvements

Requirements

• High school diploma or equivalent; bachelor's degree in a relevant field is a plus
• Proven experience as a Call Center Supervisor or a similar role
• Excellent knowledge of call center operations and performance metrics
• Strong leadership and communication skills, with the ability to motivate and engage a team
• Exceptional customer service skills and the ability to handle difficult customer interactions with empathy and professionalism
• Proficient in using call center software and equipment
• Ability to analyze data and generate reports to drive performance improvements
• Detail-oriented with strong organizational skills
• Ability to work under pressure and handle multiple priorities
• Flexibility to work different shifts, including evenings and weekends

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)