Call Center Supervisor Jobs

About The Position

Requirements

• High school diploma or GED.
• Five years of experience in customer service, cashiering, and/or processing transactions.
• Two years of experience as a lead in the assigned field.
• Must be bondable, depending on work location.

Responsibilities

• Supervise, direct, and evaluate assigned staff, including scheduling work, reviewing timesheets, addressing employee concerns, assisting with performance appraisals, directing work, and training staff.
• Conduct training for new employees and perform quality assurance and quality control reviews of staff work and customer interactions.
• Organize, prioritize, and assign work; ensure staff have necessary resources; monitor work in progress and inspect completed work; provide technical guidance on complex situations; and report progress and activities to management.
• Assist staff and customers in resolving disputes or conflicts involving payments, fees, and penalties.
• Respond to escalated customer issues by phone, in person, email, or mail, and coordinate with other departments and outside agencies to research and resolve problems.
• Prepare, maintain, or monitor complex unit records and documentation; oversee filing systems and audit trails; and perform related administrative support duties.
• Prepare, maintain, and generate statistical reports and operational documentation according to established procedures, schedules, and regulatory reporting requirements.
• Handle escalated customer issues and concerns using active listening and conflict resolution skills.
• Perform other related duties as assigned.