Floor Supervisor

Swc Group•Carrollton, TX

4d•Onsite

About The Position

The Customer Service Supervisor is responsible for managing and overseeing a team of call center agents. Motivates and supports agents through feedback and communication. Measures KPI's like inbound calls, call waiting, and call abandonment. Assists with taking agents' calls when needed.

Requirements

Minimum of 3 years of Customer Service Call Center Supervisory experience.
Working and proficient knowledge of Microsoft Word and Excel.
Strong ability to multi-task and work independently under high pressure, deadlines and goals.
Must have excellent interpersonal skills and great telephone etiquette.
High School Diploma/GED required
Authorized to work in the United States
Client requirements for this campaign require a clean background check and a negative drug test result

Responsibilities

Ensure optimal workflows are in motion and forecast, prioritize, delegate, and oversee workflow to deliver superior customer service to clients and customers.
Continuously review and audit the team’s performance to ensure quality assurance and KPI’s are met or exceeded by CSR’s.
Document, track, and report daily, weekly, and monthly metric reports on employee performance measures.
Manage, review, and approve team members’ timecards with high levels of accuracy.
Handle escalated calls and sensitive customer inquiries in a professional and timely manner.
Serve as a resource and subject matter expert for process changes, quality audits, system enhancements, and customer facing processes and product offerings.
Conduct interviews and process new hires as needed.
Vocalize recommendations and assist in the implementation of goals and objectives, workflow revisions, scheduling, to provide superior customer service.
Will also implement policies and procedures.
Effectively communicate with various business lines and stakeholders to resolve issues and meet company objectives.
Analyze call volume trends and workflows and report system issues to IT service desk promptly.
Additional Projects as assigned by management.