• Call Center Supervisor

    Job Locations US-TX-Roanoke
    Job ID
    2018-1810
    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 activities of workers providing customer support services while maintaining and routing call center reports for programs and Customer Service Representative'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.
    • Provide detail reports and summary reports to payroll at Group O and Temp Services.
    • Assist Manager with interviewing candidates for the Call Center.
    • Answer questions and recommends action for Customer complaints.
    • 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

    • Excellent Customer service skills
    • Excellent computer skills

    Experience

    • Call center experience 

     

    Desired Skills

    • Managing groups of 12-20 people
    • Excellent Customer service skills
    • Excellent computer skills

    Education

    • Associates Degree in Business or equivalent experience

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