Call Center Supervisor

Call Center Supervisor

23 Sep 2024
Michigan, Lansing 00000 Lansing USA

Call Center Supervisor

Vacancy expired!

Kelly has a GREAT new DIRECT HIRE opportunity availible with a company that we are working with in Lansing!Position: Call Center SupervisorSchedule: 1st and 2ndPrimarily 1st (6AM-8PM)Salary: 50-60KRemote work availibleRESPONSIBILITIES Coordinate and supervise the daily activities of the call center including selection, training, staffing, scheduling through workforce management system and maintaining quality standards. Supervise by walking around; be readily available to assist staff with escalated calls, customer concerns, and technology issues. Keep staff motivated and engaged toward meeting individual and team goals. Works collaboratively with the Customer Support Manager and provides management direction in his/her absence Participate in interviews, make hiring recommendations to Manager, deliver training to staff, provide input to performance evaluations, and recommend disciplinary action to Manager. Develops a team environment that foster growth and the desire to help others Ability to perform all Call Center duties and functions and can identify system/process gaps to drive improvements Assist in meeting monthly key Contact Center performance goals for customer satisfaction, quality, productivity and key performance indicators (KPIs) Report system, customer, or operational issues that impact service quality with a strong awareness of internal client relations and external customer experiences; Establish and maintain open lines of communication with direct reports, peers, upper management, Quality and IT, and all other areas of the company to facilitate problem solving Participate in calibration sessions with staff and Quality Specialist; coach staff members regarding needed improvements. Responsible for data collection, analysis and quarterly/ad hoc reporting. Make recommendations to Manager for procedural changes to increase efficiency. Other administrative duties and special projects, as assigned by Manager.QUALIFICATIONS Two-year degree from an accredited university preferred; or experience in lieu of degree 3 or more years of Contact Center, with at least 2 year of leadership or supervisory experience in a Contact CenterKNOWLEDGE, SKILLS, ABILITIES Highly developed verbal, interpersonal, and written communication skills Positive attitude ability to maintain a friendly, professional, and courteous demeanor while assisting customers, clients and co-workers throughout the day Demonstrated accuracy with a consistent attention to detail Possess independent judgment, discretion and initiative in absence of specific directions from management Strong grammatical and typing/data entry skills with an emphasis on accuracy Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of customer service Organized with excellent time-management skills Maintains professional and technical knowledge Advanced knowledge of procedures across multiple customers Advanced knowledge of all working systems Demonstrated proficiency in resolving customer complaints and escalations Experience coaching/mentoring and motivating teams to achieve set goals Proven ability to produce detailed system issue reports Demonstrated proficiency in reporting and analyzing key contact center metrics Experience utilizing workforce management solutions to project and maintain staffing levels Ability to multi-task, communicate effectively, and remain organized and focused Ability to follow documented protocols Ability to meet and motivate team members to meet goals and targets Unquestioned ability to perform role with complete integrity and autonomy Ability to provide positive/negative coaching feedback with an emphasis on skills developmentBENEFITS Company provided laptop and cell phone Comprehensive Health, Vision, and Dental benefits Life and AD&D insurance 401k retirement savings plan Paid vacation, personal time, and holidays Employee Assistance Program (EAP) Opportunity for career development Business casual dress Fun & exciting work cultureIf you are interested, please apply online and send your resume to 3381@kellyservices.comWhy Kelly ® ?As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.About Kelly ®At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.

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Job Details

  • ID
    JC4875849
  • State
  • City
  • Full-time
  • Salary
    N/A
  • Hiring Company
    Kelly Services
  • Date
    2020-09-24
  • Deadline
    2020-11-22
  • Category

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