Call Center Supervisor

Overview

The Call Center Supervisor is responsible for the successful management of their Call Center team, developing and coaching agents to increase success, focusing on delivering a best-in-class customer experience to our clients.

Primary Responsibilities
  • Monitor the Quality Assurance
  • Provide necessary coaching to ensure efficient running of the department.
  • Monitor workflow and operational efficiency to implement changes and improvements.
  • Analyze and respond to trends in volume fluctuation, product mix, regulatory changes and Client requirements.
  • Perform QA monitoring to ensure that procedures are followed.
  • Keeps current on new developments in areas of responsibility.
  • Seek opportunities for automation and submit necessary requirements to Management.
  • Assist call center with questions and concerns they may have.
  • Understand client training guides so you can successfully give direction to staff.
  • Monitor real-time queue system.
  • Establish expectations and turnaround times for your group.
  • Ensure staff is productive and efficient.
  • Follow up on deadlines and productivity of the staff.
  • Interview and assist with hiring additional staff.
  • Train your group on new product offerings, new procedures, and troubleshooting.
  • Responsible for handling escalated calls.
  • Address, resolve and document any staff related occurrences.
  • Perform annual performance reviews.
  • Special projects as assigned by management to ensure operational effectiveness.
Requirements
  • 3 years of experience in position (Collection preferably)
  • High School Diploma or equivalent required
  • Good communication and organization skills
  • Capable of handling diverse duties and changing deadlines
  • Working knowledge of software such as Microsoft Windows and Microsoft Office Programs, and various Internet Browsers preferred
  • Knowledge of collection laws required and various asset classes preferred

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