About the position Responsibilities

• Provide direction and execute the call center strategy to achieve optimal shift performance.
• Ensure excellent customer service by assisting team leads with process and customer-specific questions.
• Communicate process changes across team leads and call center agents.
• Collaborate with other call center shift supervisors to ensure consistency across shifts.
• Communicate specific work assignments and responsibilities to associates as needed.
• Partner with the Quality Assurance team to deliver on KPI metric objectives including quality, efficiency, and attendance scores.
• Perform live call monitoring to ensure quality of calls and provide performance feedback.
• Responsible for overall succession planning and development of the call center shift assigned.
• Assist with the training, coaching, and development of new team leaders and agents.
• Review shift KPI reports to monitor shift performance and communicate report summaries to upper management.
• Ensure shift is properly staffed by working closely with the Workforce Manager to create schedules.
• Monitor daily call volume and historical staffing to determine dynamic staffing considerations.
• Ensure legal compliance through strict adherence to policies and procedures.
• Be available to handle escalation of issues that might arise on shift.

Requirements

• High school Diploma
• 3+ years management experience is preferred.
• 3+ years customer service experience in a call center or retail environment is required.
• Prior experience in resolving customer complaints and complex customer issues remotely.
• Experience administering training and performance management of a team. Nice-to-haves
• Bachelors degree in related field
• Excellent written and oral communication skills.
• Excellent analytical skills.
• Excellent customer service skills.
• Ability to use call recording and quality assurance software.
• Basic computer skills, including Flexnity Office (Excel, Word, PowerPoint, Outlook) & related programs.