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Call Center Supervisor

Richmond, VA

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Description

We are currently seeking a Call Center Supervisor to join the team of a growing company located in Richmond, VA.

Shift: 12pm-9pm Monday-Friday and every 3rd weekend (Saturday and Sunday)

Duties:

  • Manage, trains, and guide agents to execute their tasks
  • Monitor agents and calculate call center performance
  • Supervise agents to ensure compliance with quality standards, policies, and client specific requirements
  • Evaluate agents’ job performance and suggest appropriate action
  • Provides routine staff supervision activities such as disciplinary actions and performance reviews
  • Assist with escalated situations as necessary
  • Identifies training needs for the agents in developing training programs
  • Responsible for the training and development of agents and promoting a positive team environment
  • Analyze reports and report findings to upper management
  • Prepare and develop schedules to control adequate staffing levels
  • Recommends changes to policies and procedures

Job Requirements

  • A Bachelor’s Degree, equivalent experience considered in lieu of degree
  • 5 years’ experience in a supervisor role
  • Strong working knowledge of Microsoft Office suite
  • The ability to communicate effectively with all levels within an organization both verbally and in writing
  • Ability to meet goals and objectives in a fast-paced, deadline driven environment
  • Must possess a high level of confidentiality
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