Supervisor - Call Center

Realtime Results, LLC•Maryland Heights, MO

2d•Onsite

About The Position

Realtime Results is hiring a Call Center Supervisor to lead a team of call center agents handling product recall inquiries for our clients. Reporting to the Operations Manager and working closely with our Senior Supervisor, you'll coach agents, improve service metrics, and help keep our recall process running smoothly for the businesses that depend on us.

Requirements

High school diploma or equivalent required
2+ years of call center experience; team lead or supervisory experience preferred
Proficient in Microsoft Word and Excel
Strong leadership, coaching, and motivational skills
Excellent customer service mentality
Background in call processing and customer service principles
Strong communication, organizational, and time management skills

Responsibilities

Work directly with the Senior Supervisor to manage a team of call center agents handling product recall inquiries
Handle escalated calls and resolve customer complaints with a strong service mentality
Monitor and improve customer service metrics and recall processes and procedures
Help ensure agents follow established protocols for handling recall inquiries
Mentor agents and solve problems to help the team hit daily, weekly, and monthly goals
Give agents regular feedback, conduct monthly check-ins, and lead annual performance reviews
Track call volume, response time, and customer satisfaction; identify areas for process improvement
Recommend enhancements that improve productivity, efficiency, and overall program performance
Prepare agent schedules and manage timecard approval with Payroll
Ensure compliance with company policy, including attendance and PCI compliance
Participate in hiring, onboarding, and training new agents
Attend weekly Product Recall meetings and follow up on assigned action items