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Company Contact Info

  • 262 Washington Street
    Boston, MA 02108
  • Hire Partnership

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Contact Center Supervisor

Hire Partnership, LLC • Boston, MA

Posted 23 days ago

Job Snapshot

Full-Time
Not for Profit - Charitable
Customer Service
9

Applicants

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Job Description

Our client, located in Brookline is searching for an experienced, results oriented Call Center Supervisor. You will be responsible for assessing performance, coaching to maximize performance as well as interviewing and scheduling of the team. The ideal candidate must possess great communication skills and be able to lead and motivate a team.

Responsibilities include:

* Assist in the formulation of targets for individuals and teams

* Hire and onboard new employees

* Answer questions from staff and provide guidance and feedback

* Anticipate escalation and take over calls when needed

* Devise ways to optimize procedures and keep staff motivated

* Measure performance with key metrics such as call abandonment, calls waiting etc.

* Ensure adherence to policies for attendance, established procedures etc.

* Keep management informed on issues and problems


Job Requirements

Qualifications include:

* Proven experience as call center supervisor or any supervisory/management position a minimum of 3 years

* Experience in customer service is essential

* Working knowledge of MS Office

* Tech savvy with knowledge of telephone equipment and relevant computer programs

* Knowledge of performance evaluation procedures

* Outstanding communication and negotiation abilities

* A results-oriented approach

* Excellent organizational and leadership skills

* Ability to work under pressure

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