Call Center Supervisor Job at Confidential Jobs, Tucker, GA

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  • Confidential Jobs
  • Tucker, GA

Job Description

Position Summary

A growing organization is seeking a Call Center Supervisor to oversee and manage a team of customer service representatives (CSRs) in a fast-paced, outbound environment. The supervisor will ensure team performance, coach employees, maintain compliance with industry regulations, and drive operational efficiency. This role requires strong leadership, communication, and problem-solving skills.

The supervisor will play a key role in:

  1. Team Leadership & Development
  2. Performance Management & Accountability
  3. Operational Oversight & Compliance
  4. Escalation Management
  5. Technology & Process Optimization

Key Responsibilities:

1. Team Leadership & Development

  • Provide mentorship, coaching, and performance feedback to team members, fostering their professional growth.
  • Recognize and reward top performers while creating a culture of continuous improvement.
  • Conduct training sessions to enhance product knowledge, customer engagement, and efficiency .
  • Encourage a collaborative environment where team members contribute ideas and process improvements.

2. Performance Management & Accountability

  • Supervise and manage a team of call center agents , ensuring they meet daily, weekly, and monthly performance goals .
  • Set clear Key Performance Indicators (KPIs) and regularly monitor call quality, engagement, and productivity .
  • Provide regular coaching sessions to enhance team performance and customer satisfaction.
  • Foster a motivated and results-driven work environment to meet contractual Service Level Agreements (SLAs) .

3. Operational Oversight & Compliance

  • Monitor call center operations to ensure adherence to schedules, service utilization, and call quality standards .
  • Analyze performance metrics to identify areas for improvement and implement corrective actions .
  • Maintain compliance with HIPAA regulations, industry best practices, and data privacy protocols .
  • Generate reports and provide insights on KPI trends to leadership.

4. Escalation Management

  • Serve as the point of contact for escalated inquiries related to customer accounts, benefits, or service concerns.
  • Implement a structured escalation process , ensuring that complex cases are resolved efficiently.
  • Address and de-escalate high-stress situations , delivering solutions that enhance customer satisfaction .
  • Escalate compliance-related or urgent issues to management as needed .

5. Technology & Process Optimization

  • Demonstrate expertise in call center software, CRM platforms, and account management tools .
  • Collaborate with the IT team to resolve technical issues and improve system functionality .
  • Maintain accurate and up-to-date documentation on best practices and operational procedures.
  • Ensure the security and confidentiality of sensitive customer data.

Requirements:

  • Supervisory experience in a call center or related environment (preferred).
  • Bilingual in English and Spanish (required).
  • Strong leadership, coaching, and team management skills.
  • Excellent verbal and written communication abilities.
  • Ability to analyze performance metrics and drive results.
  • Proficiency in Microsoft Office, CRM tools, and call center software.
  • High level of integrity and discretion in handling sensitive customer information.
  • Ability to pass a background check and drug screening

Benefits:

  • Competitive salary
  • 401(k) with matching contributions
  • Comprehensive health, dental, and vision insurance
  • Paid time off (PTO) and flexible scheduling
  • Growth and leadership development opportunities

Job Tags

Immediate start, Flexible hours,

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