Call Center Supervisor
About The Position
The Cooperative Services Center (CSC) supports all call center functions for Wake Electric Membership Cooperative. In this role, the Call Center Supervisor provides leadership and support to call center staff while motivating the team to deliver efficient, accurate, and timely service. This position partners closely with Customer Service leadership to identify and implement opportunities for continuous improvement. This role requires a high level of professionalism and confidentiality, fostering trust through open communication and strong collaborative relationships both within and outside of the Customer Service Department. This position oversees all aspects of performance and development for direct reports. Primary duties include handling escalated and complex customer service issues; conducting annual performance reviews; maintaining accurate documentation of employee performance; and driving ongoing training and workflow improvements. The role leads regular (weekly) meetings with assigned staff to provide instruction, support development, monitor progress, and deliver coaching as needed. The supervisor ensures adherence to all Company and Department procedures and collaborates with the Service Support Advisor on call monitoring and quality assurance initiatives. Additional responsibilities include managing call center queues through effective scheduling, as well as tracking, analyzing, and reporting on key call center metrics. This position must also demonstrate a strong understanding of rate schedules, with the ability to accurately calculate and clearly explain them to both members and employees.
Requirements
- Must be PC literate
- MSOffice skills (Word, Excel, PowerPoint) with strong Excel skills
- Excellent telephone presence, interpersonal skills, and ability to communicate effectively
- 2 years+ of call center supervisory experience
- Strong organizational/time management skills and multi-tasking abilities
- Detail-oriented; flexible and creative
- Excellent data entry, typing and computer skills
- Demonstrated ability to lead teams in a challenging, fluid and fast paced environment
- Ability to work well under pressure, consistently meet deadlines with minimal direction
- Internet capabilities when working from home is needed
- Successful candidate will be required to pass a background check and drug test.
Responsibilities
- Handling escalated and complex customer service issues
- Conducting annual performance reviews
- Maintaining accurate documentation of employee performance
- Driving ongoing training and workflow improvements
- Lead regular (weekly) meetings with assigned staff to provide instruction, support development, monitor progress, and deliver coaching as needed
- Ensuring adherence to all Company and Department procedures
- Collaborating with the Service Support Advisor on call monitoring and quality assurance initiatives
- Managing call center queues through effective scheduling
- Tracking, analyzing, and reporting on key call center metrics
- Accurately calculate and clearly explain rate schedules to both members and employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
