Call Center Supervisor

Join our dynamic team at OneTouch Direct, a leader in providing comprehensive contact center solutions to Fortune 500 companies. We pride ourselves on delivering exceptional service while cultivating a supportive and engaging workplace culture. We are currently seeking an experienced Call Center Supervisor to oversee our operations and be a pivotal part of our continued growth.

As a Call Center Supervisor, you will be responsible for managing a team of customer service agents, ensuring optimal performance, and maintaining high levels of employee engagement. You will play a crucial role in driving key performance indicators and contributing to our mission of excellence in service delivery.

Key Responsibilities:

• Lead and supervise a team of call center agents, ensuring adherence to policies and optimum performance.
• Monitor, analyze, and report on team performance metrics, identifying areas for improvement.
• Conduct regular coaching sessions and training to foster employee development and motivation.
• Develop and implement strategies to achieve performance targets and enhance operational efficiency.
• Ensure high levels of customer satisfaction through effective management of service delivery.
• Handle escalated customer queries and resolve complex issues as they arise.
• Collaborate with upper management to align departmental goals with organizational objectives.

Requirements

• 2+ years of supervisory experience in a call center environment
• Strong leadership and team management skills
• Exceptional verbal and written communication abilities
• Ability to analyze data and make informed decisions
• Knowledge of call center operations and metrics
• Proficiency in call center management software and Microsoft Office

Preferred Qualifications:

• Bachelor’s degree in business administration or a related field (preferred)
• Bilingual abilities are a plus

Join us at OneTouch Direct, where you can drive positive change, inspire your team, and make a difference in the lives of our customers!

Benefits

• Full time. 40 hours per week schedule with overtime opportunities!
• Great pay. Hourly base salary + benefits!
• Training. Paid training & development
• Benefits. Health Care Plan (Medical, Dental & Vision)
• Growth. Opportunity for professional and personal growth
• Culture. Diverse, welcoming culture with Employee Resource Groups and positive upbeat work environment

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