Job Title

Job DescriptionQualifications: 2+ years experience as supervisor/acting supervisor in a call center environmentStrong leadership and team management skillsExceptional verbal and written communication abilitiesAbility to analyze data and make informed decisionsKnowledge of call center operations and metricsProficiency in call center management software and Microsoft OfficeJob Description:Manage team performanceProvide effective coaching and constructive feedback to subordinates Take customer service and escalation when neededHolds team huddle/coaching session/goal-setting/one-on-one as needed/requiredHandles escalated requests and researches answers posted by associates to ensure customer satisfactionReviews and analyzes performance data, creates action plans, and monitors execution to ensure goals are metHolds regular check-in meetings with the client to keep them informed of the trends, changes, and development within the teamFacilitates learning sessions to enhance associate technical and communication skillsPerforms administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards, and other ad hoc tasks