Call Center Supervisor

ResultsCX • Knoxville, TN

1d

About The Position

The Call Center Supervisor provides high-quality support to call center agents and clients’ customers while driving performance targets. The role coaches and develops agents in call center performance, customer service, technology, and professional development. It directly manages a team of 10 or more agents and includes involvement in hiring, discipline, discharge, and payroll documentation accuracy. The supervisor also works across assigned regions to interview and close candidates, with daily quotas related to interviews and offers. The role is based in Knoxville, United States.

Requirements

• Consistent attendance and punctuality.
• Experience as a mentor.
• Ability to exceed KPIs.
• Proficient knowledge of an inbound contact center environment.
• Excellent phone and customer service skills, along with analytical and troubleshooting expertise.
• Solid verbal and written communication skills.
• Ability to multitask and handle escalated calls and upset customers professionally and courteously.
• Flexible schedule.
• Ability to develop and motivate a team.
• Strong listening, probing, negotiation, and de-escalation skills.

Responsibilities

• Directly manage a team of 10 or more agents, including providing significant input on hiring, appropriate discipline and discharge, and ensuring payroll documentation inputs are accurate.
• Identify, prioritize, and coach agent development areas.
• Document account resolutions, issues, and general notes.
• Assist agents with functionality and basic troubleshooting of customers’ product or account issues.
• Maintain performance levels required by the client.
• Keep product and procedural knowledge current by acting on information shared through email updates, team meetings, training, and other briefings.
• Use appropriate motivational techniques to promote team building and improve team and call center morale.
• Help maintain a positive team and working environment.
• Multitask while listening, entering data, probing, and providing solutions to agents.
• Ensure agent reference materials are up to date.
• Undertake general duties or additional tasks as business requires.
• Conduct mandatory phone call monitoring and desk-side coaching to ensure agents provide the required level of customer service.
• Ensure agents have working equipment and the items needed to do their jobs.
• Interview and close candidates for assigned regions, meeting daily interview and offer quotas.

Benefits

• Employee performance incentives and prizes.
• Frequent employee events, games, parties, and workplace activities.
• Healthcare benefits.
• Paid training.
• Opportunity to grow with ResultsCX.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed