Call Center Supervisor Jobs

KO Business Solutions is working with a client in Tucker, GA who is currently seeking additional Call Center Supervisors to support their growing business. If you’re ready to build a successful and rewarding career with an industry-leading company, we may have just the perfect fit for you!

Location: Onsite Tucker, GA

Payrate: $47,000 + Monthly Bonuses

Job Type: Full-time, Direct Hire

Description

The Operations Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Conducts performance evaluations that are timely and constructive.
• Organizes and oversees the schedules and work of assigned staff.
• Hires entry-level customer service employees.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Duties And Responsibilities

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Performs other related duties as assigned.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Prepares monthly reports summarizing the assigned customer service team’s performance.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
• Collects data and prepares reports on customer complaints and inquiries.
• Ensures that representatives are informed about changes to company products and services.
• Assists with budget preparation for the Customer Service department.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite or related software.
• Excellent management and supervisory skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.

Education And Experience

• Previous experience in a supervisory role preferred.
• Bachelor’s degree preferred.
• At least three years of customer service experience required.

Equal Opportunity Employer

KO Business Solutions is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Job Type: Full-time, Direct Hire

Pay Rate: $47,000 + Monthly Bonus

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