Our client has a new role for a
Contact Center Supervisor to coach, mentor, and guide early career agents for inbound and outbound customer support calls. The company is a startup, professional services firm investing in good leadership and team growth by creating this new role.This full-time, remote position works 8 am to 5 pm EST. A hardwired ethernet connection is required at all times.
What You'll Do:
- Lead a team of approximately twenty agents, monitoring attendance and quality, and also providing guidance, support, and direction.
- Serve as a role model to provide a supportive and positive team culture with effective communication and collaboration.
- Provide constructive feedback on call handling, process adherence, and customer service quality.
- Set and monitor KPIs for the team, providing weekly status reports and adjusting in real-time.
- Coach performance challenges and address behavioral challenges timely, including disciplinary conversations with team members.
- Participate in the design of secret shopping activities to monitor quality and deliver feedback to agents.
- Create and train on processes that align with business operations and new product offerings.
What You'll Bring:
- 5+ years of call center/contact center experience
- 2+ years of supervisory experience
- Associate degree in communications, business administration, or related field or equivalent professional certificate required; Bachelor's degree preferred
What We Offer:
Full insurance package, retirement plan with company match, paid time off, professional development
