Central Support Call Center Supervisor

Norco • Meridian, ID

403d

About The Position

The Central Support Call Center Supervisor at Norco, Inc. is responsible for overseeing the inbound phone team within the central support department. This role involves developing, implementing, and assessing daily operations to meet customer needs while ensuring adherence to company policies and procedures. The supervisor will motivate employees, monitor performance, and provide feedback to enhance service quality and productivity.

Requirements

• High school diploma or GED required.
• Minimum of 6 months supervisory experience preferred.
• Previous call center experience preferred.
• Strong analytical, organizational, and problem-solving skills.
• Ability to analyze performance quality trends and work under pressure.
• Effective verbal and written communication skills.

Nice To Haves

• Experience with call center metrics such as call abandonment and schedule adherence.
• Ability to work with diverse clientele.

Responsibilities

• Supervise the inbound phone team and ensure effective operations.
• Motivate employees to achieve department goals and objectives.
• Develop, implement, and enforce Call Center KPIs.
• Verify adequate staffing is assigned each business day.
• Maintain knowledge of company policies and procedures.
• Monitor, coach, and provide feedback to employees on performance requirements.
• Communicate and resolve escalated calls effectively.
• Evaluate and rectify safety hazards in the office environment.
• Plan and document staff meetings and educational programs.
• Communicate any changes in company policies to direct reports.

Benefits

• Wellness program
• Health savings account
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Vision insurance
• 401(k) matching
• Employee discount
• Employee stock ownership plan
• Life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Wholesale Trade Agents and Brokers
• Education Level: High school or GED
• Number of Employees: 51-100 employees