Call Center Supervisor - Hybrid - MUST live in the Syracuse, NY area
HOURS: Monday - Friday 8:00am - 5:00pm
PAY RANGE: 65-70K
CPS Recruitment is partnering with a well-established company in Syracuse, NY to find a
Call Center Supervisor to become a vital part of their team! This role requires
onsite presence at least 3 days per week!
This is a great
direct hire opportunity to work with a company that has been in business for over 100 years! This organization is looking for candidates who are driven to motivate their team, with top notch skills and a strong work ethic. They offer outstanding benefits and a path for growth within their organization.
What You’ll Do:
The Call Center Supervisor will provide leadership, mentoring and coaching to a team of 8-12 Customer Service Representatives while designing recognition plans that motivation and support the team for future development and growth.
Staff Supervision
- Onboard, train, motivate, monitor, review and supervise employees.
- Evaluate and train team around call script expectations and standards.
- Conduct employee reviews, review metrics, and coach on performance opportunities and excellence in service.
- Create schedules to accommodate workflow.
- Handle escalation calls and difficult / complex situations.
- Serve as Supervisor on call in a rotation with other leadership.
Quality Assurance
- Design Quality Assurance scoring to align with business objectives.
- Develop Customer standards, procedures, and service level metrics and goals.
- Conduct side by side observations and live recorded monitoring through call software.
- Create and maintain job aids, reference materials and customer touchpoints.
Data Collection & Analysis
- Maintain accurate quality data collection for call performance documentation.
- Analyze trend data and compile reports, charts in Excel, and communicate trends to leadership.
- Recommend call center metrics and identify areas of improvement to drive efficiency.
Process Improvement & Efficiency
- Analyze metrics and trends for process improvement and workflow recommendations.
- Participate in team meetings and take a proactive role in communicating improvements.
- Recommend new solutions to make processes more efficient.
Background Profile:
- Bachelor’s Degree and 5-7+ years of Customer Service / Call Center experience with at least 2 years in a supervisory or lead capacity.
- Experience with Omnichannel phone systems, voice, email and chat channels a big plus.
- Experience with quality assurance and documentation of Best Practices.
- Knowledge of customer care processes and techniques.
- Motivated self-starter, detail oriented with excellent time management, organization and decision-making skills.
- Drive with a can-do attitude.
- Multi-tasker with an ease of handling multiple projects simultaneously.
- Collaborative team player with the ability to oversee a fast paced, metrics driven environment.
- Strong data analysis, business process improvement and quality standards background.
Please submit a resume to profhr@cpsrecruiter.com for immediate confidential consideration!
CPS Recruitment is an Equal Opportunity Employer
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