Call center Supervisor

Our client is a leader in  prepaid and payment solutions and they are currently looking for a Call Center Supervisor to join their team.

Qualifications / Requirements

  • Prior supervisor or management experience.
  • Superior knowledge of customer service techniques and standards required
  • Excellent conflict resolution, decision-making and analytical skills
  • Effective organizational, decision making and management negotiation skills. Ability to work well and quickly under pressure
  • Experience with phone systems (Desktop and Report tools) MicroSoft CRM experience is desired
  • Excellent phone etiquette; Excellent written and verbal communication skills
  • In depth PC knowledge including Microsoft Office, Outlook, Internet
  • Model a positive can-do attitude, while showcasing time management and multi-tasking skills.
  • Must master IAS product knowledge, to use it when training and facilitating agents
  • Must be “flexible” to work different shifts including weekends; Regular and predictable attendance is an essential function of this position; may be required to go to Remote Disaster Location (Atlanta) in case of hurricane/emergency

Responsibilities

  • Monitor “real time” call volume to ensure Service Level objective are met, adjusting team member workload and overall staffing accordingly
  • Supervise agents to exceed call quality requirements and customer satisfaction
  • Assist agents in resolving complex escalated customers’ issues
  • Create and foster a successful and positive work environment, where agents can achieve their professional and personal goals
  • Mentor agents honing leadership and problem solving skills, in a fast-paced environment.
  • Review agent’s daily/weekly/annual performance reports, coaching agents to improve overall performance
  • Perform quality checks on agent performance and call center processes
  • Escalate trending customer issues to management efficiently and effectively
  • Effectively convey to agents their impact in the overall success of the Customer Care group and IAS as a company
  • Facilitate effective team relationships to resolve operational and interdepartmental problems quickly. Ensure that all agents obtain the appropriate training

Education / Training

Bachelor’s Degree with 3 – 5 years of experience in related field (may be substituted with 7- 10 years of proven related work experience)