Call Center Supervisor

The Cell Center Supervisor, internally known as Recruiting Supervisor, helps train and motivates recruiting staff as they answer questions, handle complaints, and provide support for clients. They assist with training employees, monitoring recruitment progress, and coaching them to cultivate the knowledge and skills to provide excellent service to clients. 

The Recruiting Supervisor will ensure that every staff member is well prepared for their calls. They will continue to support staff after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them guidance.  

To succeed as a supervisor, the prospect should be focused on helping their team build necessary skills and knowledge so they can better support clients.  This is a remote role.

Requirements

KEY JOB RESPONSIBILITIES: 

• Training, and preparing call center staff to respond to questions and complaints and troubleshoot problems and challenges. 

• Ensuring staff understand and comply with all call center objectives, performance standards, and policies. 

• Answering staff questions regarding best practices or difficult calls. 

• Filtering call lists and mapping survey responses to increase production for Recruiters 

• Monitoring and evaluating Recruiter performance including coaching, counseling and collaborating around recruitment processes. 

• Enforcing policies & procedures 

• Preparing reports and analyzing data to assist management as they determine goals. 

• Working with other supervisors and management team members to support staff and maximize client satisfaction. 

• Ensuring the teams are AE compliant 

CORE COMPETENCIES: 

• Multi-tasking 

• Analytical  

• Resolve conflict situations. 

• Demonstrate leadership abilities. 

• Ability to work independently as well as with a team. 

• Superior communication & organizational skills 

• Effective Team player 

• Proficient computer skills 

• Adept in conflict resolution 

• Dependable 

• Problem solver 

• Ability assess and respond to urgent requests 

• Other duties as assigned. 

QUALIFICATIONS 

Education: 

• High School Diploma or equivalent 

Experience: 

• 0-6 months experience in a call center/customer service environment 

• 1-year Supervisory experience 

Computer Skills: 

• Microsoft Office/Computer Literate