Call Center Supervisor Hybrid

SUMMARY

Call Center Supervisors lead, coach and develop teams of licensed agents, providing support within the call center. They assist in hiring and training employees, monitoring and driving sales/compliance performance, and resolving operational issues. Call Center Supervisors are knowledgeable and supportive of the company policies and are adept in helping others cultivate their knowledge and abilities to increase the call center's overall performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Managing a team of Inside Sales call center representatives by managing their activities to achieve call center targets and goals.
• Promoting sales culture that encourages and ensures staff and customer satisfaction.
• Manage and report performance targets and sales metrics for team and provide business updates to leadership as requested.
• Provides ongoing feedback and completes monthly coaching sessions to drive individual agents to hit sales goals.
• Increase sales and average order size by coaching staff on cross-selling, up-selling and add-on sales.
• Identifies and acts to address performance gaps and reward contributions.
• Prepares future leaders for success through development.
• Ensures team and call center performance goals are met while sustaining quality.
• Collaborating with team to support the implementation and execution of various programs for the improvement of call center processes and to drive business outcomes, including identifying operational issues and suggesting possible improvements
• Writing and conducting performance evaluations, making employment decisions, and setting up performance goals and targets for assigned team that both allows and challenges them to meet and exceed sales goals.
• Utilize metrics, individual team member's performance goals, and industry best practices to create an appropriate development plan for each team member.
• Partner with supervisor team members and senior leadership to create sales incentives that will drive and support sales performance.
• Identify trends in customer satisfaction or dissatisfaction and provide recommendations to leadership team.
• Handle member escalations professionally and courteously as needed/requested by agents.
• Meet department attendance requirements, including being prompt and available during scheduled shift.
• Perform similar job-related duties and projects as assigned.
• Ability to meet multiple deadlines in a fast-paced environment.