What are the responsibilities and job description for the Call Center Supervisor position at KO Business Solutions?
KO Business Solutions is working with a client in Tucker, GA who is currently seeking additional Call Center Supervisors to support their growing business. If you’re ready to build a successful and rewarding career with an industry-leading company, we may have just the perfect fit for you!
Location: Onsite Tucker, GA
Payrate: $47,000 Monthly Bonuses
Job Type: Full-time, Direct Hire
Description
The Operations Customer Service Supervisor will oversee and
assist customer service employees in the performance of their job duties such
as responding to customer inquiries and resolving issues or complaints.
- Hires entry-level customer
service employees.
- Trains new employees in the
company’s customer service policies, procedures, and best practices.
- Organizes and oversees the
schedules and work of assigned staff.
- Conducts performance evaluations
that are timely and constructive.
- Handles discipline and
termination of employees as needed and in accordance with company
policy.
Duties and Responsibilities
- Manages a team of assigned
customer service representatives and ensures they comply with company
guidelines particularly related to quality of service.
- Monitors or reviews calls or
other correspondence between representatives and customers.
- Ensures that representatives are
informed about changes to company products and services.
- Collects data and prepares
reports on customer complaints and inquiries.
- Prepares monthly reports
summarizing the assigned customer service team’s performance.
- Prepares knowledge-based
documents such as summaries and responses to frequently asked questions.
- Identifies opportunities to
update or improve customer service procedures and makes recommendations to
the Director of Customer Service or other appropriate staff.
- Assists with budget preparation
for the Customer Service department.
- Performs other related duties as
assigned.
Required Skills/Abilities:
- Excellent management and
supervisory skills.
- Excellent verbal and written
communication skills.
- Extensive knowledge of customer
service procedures and principles.
- Organized with attention to
detail.
- Ability to resolve customer
complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor
customer service representatives.
- Proficient in Microsoft Office
Suite or related software.
Education and Experience
- Bachelor’s degree preferred.
- At least three years of customer
service experience required.
- Previous experience in a
supervisory role preferred.
Equal Opportunity Employer
KO Business Solutions is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
Job Type: Full-time, Direct Hire
Pay Rate: $47,000 Monthly Bonus
#INDBFF
Salary : $47,000 - $0
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