EMS Management & Consultants, Inc.

Customer Service Supervisor

EMS Management & Consultants, Inc.

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $50,000 - $55,000 per year

About the role

  • Lead daily activities of 15-20 remote and in-office employees within the Customer Service Department.
  • Establish policies and procedures.
  • Maintain daily workflows to ensure turnaround times are met.
  • Provide direction and overall performance management of the staff.
  • Recruit and hire individuals with the necessary skills for a call center.
  • Create a connected and empowered working environment.
  • Provide continuous team training to develop top performers.
  • Prepare individual and departmental statistical reports.
  • Delegate work assignments ensuring timely resolution.
  • Coordinate with payroll department for records accuracy.
  • Control resources to achieve qualitative and quantitative targets.
  • Overcome objections and facilitate client-facing meetings.
  • Update and create Standard Operating Procedures.
  • Travel as needed (less than 10% of working time).

Requirements

  • Proven ability to successfully lead a team of remote call center employees.
  • Knowledge of best practices and industry standards regarding call center management & efficiencies.
  • Ability to communicate with peers, managers, clients, vendors, and team members in a professional and respectful manner.
  • Demonstrated ability to multi-task and work with cross-functional teams.
  • Strong listening, decision-making, time management, communication, and critical-thinking skills.
  • Superb customer service skills.
  • Must be able to give and receive positive and negative feedback in a consistent, professional, and respectful manner; includes difficult or sensitive topics/conversations, applying disciplinary action, resolving escalated calls, etc.
  • Proficiency with Microsoft Office programs.
Benefits
  • Discretionary bonus plan
  • Comprehensive benefit package
  • Retirement plan
  • Health coverage
  • Paid time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
call center managementperformance managementteam trainingstatistical reportingresource controlStandard Operating Procedures
Soft skills
leadershipcommunicationdecision-makingtime managementcritical thinkingcustomer servicemulti-taskinglisteningfeedback delivery