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Job Title: Call Center Supervisor
Reports to: Customer Care Manager
Status: Full-time, hourly Non-except
Pay: $22.00 - $28.00 per hour (commensurate with experience).
Summary
The Remote Call Center Supervisor is responsible for the daily supervision, coaching, development, and performance management of a team of geographically dispersed Call Center Agents. This role ensures the team meets and exceeds performance metrics, adheres to quality standards, and maintains high morale, all while operating in a remote environment. The Supervisor serves as the primary point of contact for field agents, providing necessary support and resource management to ensure operational success.
Key Responsibilities
Leadership & Performance Management
- Remote/Office Team Oversight: Manage and lead a team of remote/Office Call Center Agents, fostering a cohesive and high-performing team culture despite physical distance.
- Performance Monitoring: Utilize call center technology (WFM, QM, CRM) to monitor agent productivity, adherence to schedules, and key performance indicators (KPIs) such as AHT, FCR, QA scores, and customer satisfaction (CSAT).
- Coaching & Development: Conduct regular one-on-one coaching sessions, utilizing remote monitoring tools and call recordings, to provide constructive feedback and implement tailored development plans.
- Goal Achievement: Motivate the team to consistently achieve individual and team-based operational and quality targets.
Operations & Quality Assurance
- Quality Monitoring: Perform frequent remote quality assurance (QA) checks on agent calls, chats, and emails to ensure compliance with company policies, regulatory guidelines, and service quality standards.
- Real-Time Support: Act as the first point of escalation for complex customer issues, providing timely resolution and guidance to agents.
- Process Improvement: Identify trends and issues impacting agent performance or customer experience and collaborate with management to recommend and implement process or training improvements.
- Resource Management: Ensure all remote agents have the necessary equipment, access, and resources to perform their duties effectively.
- Communication: Conduct regular virtual team meetings to communicate company updates, discuss performance, and reinforce training.
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