• Call Center Supervisor

    Job Locations US-IL-Milan
    Job ID
    2018-1786
    Category
    Customer/Client Service/Support
    Division
    Marketing
  • Overview

    Group O is searching for a Call Center Supervisor to join our team!  This position is responsible for supervising, leading and motivating workers to provide world class customer service. Responsible for meeting client driven KPI's

    Responsibilities

    • Monitor telephone service level in order to react to peaks and lulls of call volume
    • Monitors and scores Customer Service Representatives on quality of call handling ability per quality program specs
    • Provides individual coaching sessions and reviews action plan for improvement
    • Answer question and recommends action for customer complaints
    • Maintain harmony among workers and resolves grievances.
    • Update and verify Kronos punch time for payroll.
    • Assist Manager with interviewing candidates for the Call Center.
    • Responsible for program and system issues coordinating with other departments.
    • Is second point of escalation for Customer Service Representative’s.
    • May facilitate call center training curriculum as needed.

    Qualifications

     

    Experience:

    • Call center experience 
    • 2 years Supervisory experience managing teams up to 20 people

     

    Desired Skills:

    • Excellent Customer service skills
    • Excellent computer skills

     

    Education:

    • Associates Degree in Business or equivalent experience

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