Call Center Supervisor

Raynor Garage Doors•Dixon, IL

56d•$50,000 - $70,000

About The Position

The Call Center Supervisor is responsible for leading, motivating, and coaching a team of call center agents to ensure the highest level of customer service, efficiency, and sales performance. The supervisor will be the first point of contact for customer escalations and will play a critical role in managing daily call center operations, monitoring key metrics, and implementing process improvements. This role requires a deep understanding of garage door products and services to provide expert guidance and support to the team.

Requirements

Exceptional verbal and written communication skills.
Strong leadership, coaching, and motivational abilities.
Excellent problem-solving and analytical skills.
Ability to remain calm and courteous under pressure.
Proficiency with call center software, JD Edwards, Customer Relationship Management (CRM) tools, and Web Connect.
High School or better.
1-3 years proven experience as a call center supervisor or in a similar leadership position

Nice To Haves

Experience in the garage door or a related home improvement industry is a strong plus.

Responsibilities

Team Leadership and Development: Supervise, train, and mentor a team of call center agents with the goal of industry leading customer intimacy. This includes performance management, quality coaching, and providing ongoing support and development to ensure agents are prepared to handle customer inquiries effectively. Communicate Company and Product information to team.
Develop: Team Leaders to directly handle Domestic Enterprise Group Partners and customer service representatives responsible for top dealers and newly established accounts.
Operational Oversight: Manage the daily operations of the call center, including scheduling shifts, Payroll, monitoring agent performance, and ensuring adequate staffing levels to meet service targets.
Customer Escalation Management: Handle escalated customer issues, complaints, and service problems with professionalism and efficiency. Provide prompt and effective resolutions to ensure customer satisfaction.
Process and Policy Adherence: Ensure that all team members understand and comply with company policies, procedures, and quality standards. Devise ways to optimize procedures and improve overall call center efficiency.
Product and Service Knowledge: Maintain a strong understanding of the company's full range of garage door products, services, and repair options to effectively answer team and customer questions.
Cross Departmental Collaboration: Work closely with other departments, such as Sales, Shipping, Engineering, Purchasing, National Accounts and management to resolve issues and streamline the overall customer experience.