We are seeking a Call Center Supervisor to oversee the daily operations of our clients remote support team. This role is responsible for managing workflow efficiency, ensuring service levels are met, and driving performance improvements within a virtual environment. The ideal candidate is highly organized, proactive, and experienced in leading remote teams while maintaining a strong focus on operational excellence and customer satisfaction.
Salary: $65,000 per year DOE plus bonus
PRIMARY RESPONSIBILITIES:
- Oversee daily operations, manage scheduling, timecards, and hiring for the remote assistance team while ensuring KPI targets are met.
- Maintain onboarding and ongoing training programs, conduct weekly role-play sessions, and facilitate objection-handling training.
- Provide real-time feedback through call shadowing and reviews, track team metrics, and develop performance and career growth plans.
- Analyze reports to identify improvement areas, report key metrics to leadership, and manage service levels using the lead management and sales automation software
SKILLS AND QUALIFICATIONS:
- Strong analytical skills, ability to resolve issues efficiently, and keen attention to detail.
- Clear oral and written communication, ability to manage priorities, maintain confidentiality, and collaborate effectively in a team environment.
- Self-motivated, responsible, and proactive in managing tasks, meeting deadlines, and improving processes.
- 3+ years in a supervisory or management role, preferably in a call/contact center, with CRM experience as a plus.
