Call Center Supervisor - Global Agility Solutions at Global Agility Solutions in Eagle Pass, TX, USA

Job description

• Global Agility Solutions is currently hiring call center supervisors to join our stellar customer service team to enable customer satisfaction and a positive service experience. The primary function of the call center supervisor is to coach and motivate call center representatives (CSRs) as they field calls from clients.
• The call center supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls.
• They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to function as a resource to agents.
• To succeed as a call center supervisor, you should be focused on helping your team build the necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive.

Responsibilities

• The essential functions include, but are not limited to the following:
• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards (KPIs), and policies.
• Answering agent questions and provide guidance and feedback.
• Identifying operational issues and suggesting possible improvements.
• Constructive participation in the creation of organizational policies and operating procedures.
• Will assist by taking escalated calls and assisting customers as needed.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.
• Devise ways to optimize procedures and keep staff motivated.

Requirements

• High school diploma or equivalent; bachelor's degree is preferred.
• Proven Call center, customer service, or similar supervisory experience. A minimum of 1-3 years in customer service, preferably in call center experience.
• Proficiency with technology, especially computers, software applications, and phone systems. Working knowledge of MS Office.
• Exceptional verbal and written communication skills. Proficient in English; Bilingual (Spanish) will be a definite plus.
• Ability to coach, train, and motivate employees and knowledge of performance evaluation procedures.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.

Skills

Required

• Working knowledge of MS Office
• Proficient in English
• Analytical, efficient, and thorough

Preferred

• Bilingual (Spanish)