Contact Center Supervisor

DATAMARK, Inc. is currently seeking a dedicated and experienced Contact Center Supervisor to join our team. As a leading provider of business process outsourcing solutions, DATAMARK helps organizations worldwide manage their operations more efficiently and effectively. The Contact Center Supervisor will play a vital role in overseeing the day-to-day operations of our contact center and ensuring exceptional customer service.

In this role, the Contact Center Supervisor will be responsible for supervising a team of contact center representatives, monitoring performance, coaching and providing feedback, and ensuring that key performance indicators (KPIs) and service level agreements (SLAs) are met. They will also handle escalated customer inquiries or complaints and collaborate with other departments to improve processes and enhance customer satisfaction. The Contact Center Supervisor will report to the Contact Center Manager and work closely with them to achieve organizational goals. The salary for this role is $45,000 per year.

Responsibilities

• Supervise and coach a team of contact center representatives
• Monitor and evaluate performance metrics, such as call quality, call volume, and average handle time
• Provide feedback and guidance to contact center representatives to optimize performance
• Handle escalated customer inquiries or complaints in a professional and timely manner
• Collaborate with other departments to improve processes and enhance customer satisfaction
• Assist in the development and implementation of training programs for contact center representatives

Requirements

• High school diploma or equivalent, Bachelor's degree preferred
• At least 2 years of experience in a contact center role
• At least 1 year of experience in a supervisory role
• Excellent communication and interpersonal skills
• Bilingual (Spanish/English) preferred
• Strong leadership and coaching abilities
• Sound knowledge of contact center operations and best practices
• Ability to handle escalated customer situations with composure and professionalism
• Proficiency in Microsoft Office applications
• Experience with contact center software and CRM systems

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• $45,000