Call Center Supervisor

Empirecls Worldwide Chauffeured Services • Secaucus, NJ

398d • $49,920 - $54,080

About The Position

The Call Center Supervisor at EmpireCLS Worldwide Chauffeured Services is responsible for overseeing the daily operations of a team of over 80 call center agents. This role involves mentoring, training, and developing team members to ensure they deliver exceptional customer service. The supervisor will monitor agent performance, address escalated customer issues, and collaborate with management to improve call center operations.

Requirements

• Minimum of 3-5 years of experience in a call center environment, with at least 2 years in a supervisory or leadership role.
• Excellent verbal and written communication skills.
• Strong problem solving, leadership, and customer service skills.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Familiarity with customer relationship management (CRM) systems and performance tracking tools is a plus.
• Ability to remain calm and courteous under pressure.

Nice To Haves

• Associate or bachelor's degree preferred.

Responsibilities

• Manage the day-to-day activities of a team of 80+ call center agents, ensuring service level targets and quality standards are consistently met.
• Monitor and evaluate agent calls and emails, ensuring compliance with call center objectives and performance standards.
• Address and resolve escalated customer issues or service concerns in a timely manner.
• Support agents in handling complex or sensitive situations.
• Provide ongoing guidance and coaching to individual agents, offering constructive feedback and motivation.
• Conduct regular one-on-one meetings and performance reviews; track key performance indicators (KPIs) for individual and team performance.
• Prepare reports and analyze data for upper management regarding call center operational goals.
• Collaborate with other supervisors and management to implement best practices for improving call center operations.

Benefits

• Health savings account
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Paid time off
• Vision insurance
• 401(k) matching
• Employee discount
• Life insurance
• Retirement plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED