Job Description

• Serve as the key responsible person in the management of the call center staff.
• To effectively build call center culture, the supervisor is responsible for “on-the-floor” activities, and must be available to assist agents while they are “on-the-floor.”
• Produce operational reports and conduct frequent quality assurance audits of call center staff.
• Provides input and/or assistance in formulating new policies and procedures; recommends changes to existing policies and procedures.
• Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
• Forecast volumes of calls and staffing requirements.
• Maintains call distribution system by assisting the IT Department in configuring the telephone PBX to automatically distribute calls uniformly among call center representatives.
• Reviews PBX data to monitor the length of time customers remain on hold.
• Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies Answers questions and recommends corrective services to address customer complaints.
• Studies and standardizes procedures to improve efficiency of staff.
• Maintains harmony among workers and resolves grievances.
• Responsible for effective human resource administration including training, evaluations, coaching, mentoring, recommending promotions, and corrective actions.
• Performs other work as may be assigned.

Required Skills or Experience

• 1st Degree in Administration/Sales/Social Sciences (Desirable but not required)
• Age: Not more 35 years.

Experience

• A minimum of 5 years’ experience in a similar role;

Required Functional Skills

• Excellent written, verbal and interpersonal communication skills with agents, peers, management and customers.
• Strong understanding of Call Center statistical analysis and reporting.
• Expert level in the use of Microsoft suite of applications.
• High volume phone queue experience
• Time management (dependable, accurate, and detail oriented)
• Ability to analyze information and evaluate results.