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Call Center Supervisor in Bedford, TX at The Amynta Group

Date Posted: 6/7/2018

Job Snapshot

Job Description

Supervises production operations team charged with delivering industry leading support services to national network of servicing technicians.  In addition to daily task management responsibilities the ideal candidate must have previous experience leading teams to deliver exceptional service, strong coaching skills and the ability to champion individual, team accomplishments.



ESSENTIAL DUTIES AND RESPONSIBILITIES:



  • Supervision experience is required (Call Center environment strongly preferred)



  • Monitors servicing functions to measure employee performance, technical accuracy, and conformity to policies.



  • Provide direction, guidance to ensure consistent achievement of key performance metrics.



  • Prioritizes, researches, and delivers expedient resolution related to escalated customer service concerns or complaints.



  • Achieves, measures, communicates goals, expectations to individual service advisors and team.



  • Develops and maintains department specific records, reviews and interprets reports.



  • Ensure accurate and timely communication of issues to management team.



  • Coach, mentor, and develop service advisor team for skills expansion and future promotional opportunities.



  • Trains new-hire employees and answers established team members, clients, servicer questions.



  • Responsible for interviewing potential candidates, making employment recommendations to senior leaders and evaluating performance of team members.



  • Fosters an inclusive, positive reinforcement based team environment while accomplishing goals of department, operations group.



  • Perform additional duties as assigned



Job Requirements

  • High school diploma or general equivalency diploma (GED).



  • Supervisory experience in a customer service or client support services environment.



  • Demonstrated interpersonal, coaching, and supervisory skills.



  • Ability to manage associates and customer escalated issues.



  • Intermediate to advanced level of proficiency in Microsoft Office suite.



  • Strong Microsoft Excel skills (e.g. basic formulas, VLOOKUP’s, pivot tables) desired although not required.



  • Ability to read, interpret and comprehend instructions, correspondence, industry related documentation.



  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.



  • Maintain a professional appearance and demeanor while projecting a positive company image to customers/clients.



  • Willingness to work outside of traditional business hours on occasion if requested based on business operational needs.



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