Eddie Bauer

Call Center Supervisor

Location US-OH-Groveport
Job ID
2018-2810
Category
Call Center

Overview

The Call Center Supervisor is responsible for managing and directing the daily activities of the call center agents.

Responsibilities

  • Manage and direct the daily activities of the call center agents 
  • Develop team and individuals through monitoring and coaching associates to ensure performance at desired levels in order to achieve goals and high level of customer service 
  • Handle escalated customer service issues that cannot be resolved by Customer Service Agents in order to resolve issue and maintain positive customer relations 
  • Establish and monitor associate performance by reviewing performance materials, reports and call monitoring in order to identify opportunities for improvement and training needs 
  • Coach individual associates who may fall below desired performance using established company guidelines 
  • Act as liaison with team leaders, third parties and operations to collect and analyze information and resolve issues 
  • Plan and supervise changes and manage the daily operations of the call center 
  • Maintain a strong knowledge of products and services for customers that we are servicing 
  • Plan and develop employee recruitment 
  • Monitor random inbound calls to improve quality, minimizing errors and track operative performance 
  • Resolve customer complaints and questions 
  • Communicate solutions, successes and opportunities to the Call Center Manager 
  • Review overall staff performance and recommend training needs 
  • All other duties related to the function of the job

Qualifications

  • 3-5 years’ experience in a Call Center environment
  • Excellent verbal and written skills 
  • Strong analytical and problem solving skills 
  • Excellent organizational and time management skills in a fast paced environment
  • Strong customer service skills 
  • Ability to develop and motivate staff
  • 4 year college degree and/or relevant Call Center work experience required

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us!

Not ready to apply? Connect with us for general consideration.