Supervisor, Contact Center

Caliber Collision•Lewisville, TX

5d•Onsite

About The Position

Leads a contact center team in all aspects of daily work including hiring, coaching, and tracking metrics. Essential Job Duties Provide leadership, coaching, and mentoring to the Contact Center Team Supervise call center group of 20+ representatives in all aspects of daily work and development for future opportunities Determines requirements by working with clients. Resolves problems by clarifying issues and researching alternative solutions. Maintains call center database by entering information. Generates timely analysis on rep call volume, appointments scheduled, assignment conversion. Performs work with a high degree of latitude. Handles the most complex issues. Other duties as assigned including answering phone calls, gathering information, and transfer calls to the appropriate personnel.

Requirements

High School diploma or GED
Minimum 6+ years of customer service experience
Excellent written and verbal communication skills
Customer/client orientation
Problem-solving skills
Leadership skills
Must be eligible to work in the U.S. with no restrictions.

Nice To Haves

Fleet experience (preferably)
Caliber Collision experience preferred

Responsibilities

Provide leadership, coaching, and mentoring to the Contact Center Team
Supervise call center group of 20+ representatives in all aspects of daily work and development for future opportunities
Determines requirements by working with clients.
Resolves problems by clarifying issues and researching alternative solutions.
Maintains call center database by entering information.
Generates timely analysis on rep call volume, appointments scheduled, assignment conversion.
Performs work with a high degree of latitude.
Handles the most complex issues.
Answering phone calls, gathering information, and transfer calls to the appropriate personnel.

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