Call Center Supervisor

Company: CPI Security Systems Inc.
Location: Charlotte
Posted on: January 14, 2021

Job Description:

We are looking for a Call Center Supervisor to lead, coach and develop our customer service team to provide a best in class experience in supporting our customers while exceeding performance goals. As a Call Center Supervisor, you will be responsible for inspiring a team of representatives in one of our call center teams! This is a fantastic opportunity to earn a great performance-based income, while providing a valuable service to our customers.Key Responsibilities * Train, develop, and motivate your agents to exceed set performance goals.* Responsible for managing internal and external inquiries pertaining to issues including, but not limited to: payroll, staffing, center operations, company policies & procedures, and customer contracts.* Supports and develops team members by completing weekly coaching sessions with direct reports.* Conducts real-time phone monitoring and coaching in order to maintain required service levels, provides immediate feedback to employees to enhance call quality and increase productivity levels.* Accountable for hiring, attendance, evaluations, promotions, and disciplinary actions.* Conduct team meetings to update members on best practices and continuing expectations.* Provide training to direct reports regarding the policies, procedures and protocol relating to departmental functions and requirements.* Monitor incoming communication traffic to ensure customer inquiries are being answered within requisite timeframe.* Field escalated customer issues from call center departments, and demonstrate the aptitude to diffuse difficult situations and provide resolution.* Assist with planning, organizing, implementing, and managing multiple means of customer communication such as phone, email, text, app messaging, & chat.* Create and maintain a motivating and positive working environment.* May have additional duties as assigned by Management.Job Requirements/Experience* 2+ years supervising and leading a call center strongly preferred* High school diploma required, some college preferred or previous experience* Excellent written and verbal communications skills* Dynamic personality with a focus on customer service and inspiring employees* Superior organization/time management skills* Flexible scheduling to cover morning, evening, and weekend shift requirementsWhat's In It For You* Competitive pay and educational assistance* Great medical, dental, vision, short- & long-term disability and life insurance options* Company paid holidays, floating holiday and paid time off (PTO)* 401(k) plan with competitive company match* On site state of the art fitness facility, onsite caf--, walking trail, basketball court and a dedicated Fitness Director* Paid Volunteer and Charitable Engagement Opportunities* Birthday and Work Anniversary Rewards

Keywords: CPI Security Systems Inc., Charlotte , Call Center Supervisor, Other , Charlotte, North Carolina