Call Center Supervisor
Midware Technologies
full-time
Posted on:
Location Type: Remote
Location: District of Columbia • Washington • United States
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About the role
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Requirements
- High school diploma or equivalent, but more education, especially in management, is preferred.
- Call center, customer service, or supervisory experience may be required.
- Proficiency with technology, especially computers, software applications, and phone systems.
- Exceptional verbal and written communication skills.
- Strong understanding of company products, policies, and services.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Excellent problem solving, leadership, and customer service skills.
- Analytical, efficient, and thorough.
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
call center experiencecustomer service experiencesupervisory experiencedata analysisreport preparationperformance evaluationcoachingtrainingproblem solvingtechnology proficiency
Soft Skills
verbal communicationwritten communicationleadershipcustomer serviceanalytical skillsefficiencythoroughnesscalm under pressurecourteousnessmotivation
Certifications
high school diplomamanagement education (preferred)