Job description

We are looking for a Call Center Supervisor to organize and direct the staff of the call center. You will be responsible for assessing employees work and provide feedback to maximize performance. An excellent Call Center Supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results oriented. The goal is to achieve and drive excellent performance from your team that will bring sustainable business growth.

Responsibilities

• Assist in the formulation of targets for individuals and teams.
• Hire and onboard new employees.
• Answer questions from staff and provide guidance and feedback.
• Anticipate escalation and take over calls when needed.
• Devise ways to optimize procedures and keep staff motivated.
• Measure performance with key metrics such as call abandonment, calls waiting etc.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems.
• Prepare monthly/annual results and performance reports.
• Perform all duties managed and maintained with in the care center and retail desk.
• Daily Deposits at the retail desk
• Reconciliation of data
• Daily Call monitoring and coaching/mentoring of agents
• Processing orders and payments. Responsible of monitoring and managing the financial aspects of the Care Center
• Monitor and work between two buildings daily.

Skills

• Proven experience as call/care center supervisor or similar supervisory position
• Experience in customer service is essential/ Certifications preferred.
• Proficient in English; Good knowledge of additional languages or Bilingual a plus
• Working knowledge of MS Office/Excel/Scheduling programs/Krono’s/ADP/PowerPoint/SharePoint/Talk Desk
• Tech savvy with knowledge of telephone equipment and relevant computer programs
• Knowledge of performance evaluation procedures
• Outstanding communication and negotiation abilities
• Results-oriented approach
• Excellent organizational and leadership skills
• Excellent Time Management Skills
• Ability to manage and work under stressful circumstances and pressure.
• Ability to meet and exceed timelines.
• Experience creating Action Plans and analytical details.
• High school diploma

Ability to commute/relocate:

• Indianapolis, IN 46222: Reliably commute or planning to relocate before starting work (Required)

Work Location: Two locations

Experience:

• Call center: 5 years (Preferred)
• Supervising: 5 years (Preferred)

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• On call
• Weekend availability

Ability to commute/relocate:

• Indianapolis, IN 46222: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 5 years (Preferred)
• Supervising: 5 years (Preferred)

Work Location: One location

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