Eddie Bauer

  • Call Center Supervisor

    Location US-OH-Groveport
    Job ID
    Call Center
  • Overview

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


    • 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


    • 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


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