Call Center Supervisor I - Remote

Overview

The Call Center Supervisor I oversees teams of customer service associates, ensuring high-quality service and adherence to operational standards while fostering a positive relationship with customers.

In Short

• Oversee customer service teams handling inquiries via phone and email.
• Monitor operations for service level adherence.
• Ensure professional customer support services.
• Manage scheduling and phone coverage.
• Act as an escalation point for difficult customer issues.
• Evaluate call quality and provide feedback to associates.
• Communicate with clients and internal departments for service quality.
• Conduct performance appraisals and manage hiring processes.
• Implement process improvements and track performance metrics.
• Provide coaching to supervisors and team leads.

Requirements

• Bachelor's degree or equivalent experience preferred.
• Considerable knowledge of company products and services.
• Excellent customer service and communication skills.
• Detail-oriented and customer-driven.
• Ability to lead and manage large teams effectively.
• Working knowledge of workforce management tools.
• Strong problem-solving and decision-making skills.
• Effective people skills and sensitivity.
• General skill in MS Office and standard software applications.
• Ability to work independently and in teams.

Benefits

• Work in an international company with global colleagues.
• Fully remote work option with provided equipment.
• Development opportunities through online training.
• Supportive and friendly working environment.
• Involvement in social projects and local initiatives.
• Broad range of professional education opportunities.
• Collaborative and respectful work environment.