Supervisor Client Support

Solera-posted 3 months ago

Paducah, KY

5,001-10,000 employees

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As a Call Center Supervisor, you will play a critical role in driving the success and efficiency of our call center. You will lead a team of customer service agents, ensuring smooth daily operations, performance optimization, and the delivery of exceptional customer experiences. Your leadership will be vital in motivating, training, and mentoring the team while overseeing quality assurance, performance metrics, and issue resolution. You will be the bridge between management and agents, working to align team efforts with organizational goals.

Oversee daily operations and team performance, ensuring service level attainment and meeting business objectives.
Lead one-on-one coaching sessions, conduct performance reviews, and provide feedback to motivate and support agents.
Foster a team-oriented environment, reinforcing the company’s vision through everyday actions and decision-making.
Empower agents by providing opportunities for input on process improvements and developing new ways to enhance customer interactions.
Manage the onboarding process for new agents and identify ongoing training needs for skill enhancement.
Create and implement structured development plans and training programs based on business requirements.
Monitor key performance metrics and quality assurance standards for agents, ensuring adherence to company goals.
Address performance issues by analyzing call center data and offering actionable feedback to drive improvement.
Maintain a high standard of service quality through regular call monitoring and performance reviews.
Handle complex customer queries and issues escalated from agents, ensuring timely and effective resolutions.
Monitor and manage agent attendance, addressing issues such as callouts and absenteeism.
Generate and analyze daily performance reports, utilizing data to make informed decisions and implement strategic improvements.
Continuously evaluate call center processes and implement strategies to enhance operational efficiency and effectiveness.

Strong ability to inspire and motivate a team, fostering a positive and productive work environment.
Strong understanding of the emotional needs of both customers and team members, addressing concerns with care and building trust.
Able to quickly identify issues, analyze root causes, and implement effective solutions to operational challenges.
Take responsibility for team performance and actions, ensuring goals and targets are met.
Driven by a focus on performance outcomes, consistently striving to meet and exceed goals.
Excellent verbal and written communication skills, able to provide clear and concise feedback and maintain open communication channels.
Highly organized, capable of managing multiple tasks, prioritizing work, and ensuring deadlines are met.
Ability to adapt to changing business needs, new technologies, and evolving customer expectations.
Strong ability to build relationships with agents, management, and clients, creating a positive and supportive work culture.
Demonstrates honesty, respect, and ethical behavior in all interactions, following through on commitments and delivering results.

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