Call Center Supervisor

IPIC Theaters•North Bethesda, MD

2d•$22

About The Position

The Call Center Supervisor manages communications between the Company and its current and potential guests. This role is responsible for providing excellent customer service, processes, and procedures for the call center team members and provides leadership for the Call Center Team. The Call Center Supervisor helps trains and assists the Call Center Service Team on best practices to assist existing and/or potential guest with issues, complaints, or inquiries.

Requirements

Excellent leadership abilities with a focus on coaching, mentoring, and team development.
Strong verbal and written communication skills, with the ability to manage escalations and foster positive relationships with both customers and team members.
Proficiency in analyzing metrics and performance data to drive improvements and support strategic decision-making.
Familiarity with guest experience best practices, regulatory compliance, and data privacy standards.
Ability to work a flexible schedule, including evening shifts as needed to support the call center's hours of operation.

Responsibilities

Write and manage the team schedule.
Monitor hours and adjust support during peak and off-peak times.
Send associates home during slower periods as needed.
Provide training on SOPs and call center culture.
Keep the team informed of any updated or new SOPs.
Ensure associates stay up-to-date on required Schoox training.
Conduct coaching sessions to reduce errors and improve performance.
Maintain organization of "Call Center Team Files" in Teams.
Update the monthly Informer and HR memos in Teams.
Manage and organize the call log folder in Teams.
Update and maintain forms and templates, including G.I.F., Contact Us, and Escalate to Supervisor.
Organize, sort, and manage Outlook emails.
Keep the call log summary updated and submit it weekly to Courtney, Melissa, and Ana.
Ensure team members record any forms used in their Shift Recaps.
Maintain a clean, organized, and sanitized office environment.
Communicate with leadership on office supply needs.
Foster a culture of professionalism and growth, aligned with IPIC's mission.
Allow team to escalate specific issues to a supervisor: Transaction inquiries, membership concerns, voucher errors, and irate guests.
Submit IT tickets for issues like broken equipment, technical errors, membership concerns, and voucher errors.
Correspond with guests (via email) to resolve concerns.