Call Center Supervisor -

Location: San Bernardino
Posted on: October 19, 2024

Job Description:

Job Summary

Supervise Customer Service Representatives and administrative activities.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Other minor duties may be assigned and may vary by location.

? Provides day-to-day management and support to customer service staff.

? Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.

? Monitors and evaluates customer service performance. Identifies operational issues and process improvements, and implements strategies to improve performance.

? Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.

? Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms.

? Communicates and enforces company policies and procedures and develops and implements customer service performance standards.

? Mentors Lead Customer Service Representatives and provides guidance to continue growth in customer service organization.

? Determines training needs and establishes programs.

? Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data.

? Investigates and resolves escalated customer service inquiries.

We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.

Keywords: , Pasadena , Call Center Supervisor -, IT / Software / Systems , San Bernardino, California