Call Center Supervisor - Global Agility Solutions

Position Summary

Global Agility Solutions is currently hiring call center supervisors to join our stellar customer service team to enable customer satisfaction and a positive service experience. The primary function of the call center supervisor is to coach and motivate call center representatives (CSRs) as they field calls from clients. The call center supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to function as a resource to agents. To succeed as a call center supervisor, you should be focused on helping your team build the necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• 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 (KPIs), and policies.
• Answering agent questions and provide guidance and feedback.
• Identifying operational issues and suggesting possible improvements.
• Constructive participation in the creation of organizational policies and operating procedures.
• Will assist by taking escalated calls and assisting customers as needed.
• 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.
• Devise ways to optimize procedures and keep staff motivated.

Minimum Qualifications (Knowledge, Skills, and Abilities)

Requirements:

• High school diploma or equivalent; bachelor's degree is preferred.
• Proven Call center, customer service, or similar supervisory experience. A minimum of 1-3 years in customer service, preferably in call center experience.
• Proficiency with technology, especially computers, software applications, and phone systems. Working knowledge of MS Office.
• Exceptional verbal and written communication skills. Proficient in English; Bilingual (Spanish) will be a definite plus.
• Ability to coach, train, and motivate employees and knowledge of performance evaluation procedures.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

• Sit for long periods of time.
• Use their hands to handle, control, or feel objects, tools, or controls.
• Repeat the same movements.
• Speak clearly so listeners can understand.
• Understand the speech of another person.
• Specific vision abilities required by the job include close vision, and the ability to adjust focus.
• The noise level in the work environment is usually minimal.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.