Call Center Supervisor (Monday To Friday 8:00Am To 5:00Pm)

Essential Functions:

• Monitors and tracks queue of inbound calls; informs Call Center team of calls waiting and call abandonment metrics.
• Performs other related duties and projects as business needs require at direction of management.
• Hires, manages, develops, reviews, and sets goals for department and staff.
• Minimum three (2) years of supervisory or leadership experience.
• Education and Experience:
  • High School Diploma or equivalent.
  • Minimum five (5) years of experience in a Call Center environment.
  • Minimum three (2) years of supervisory or leadership experience.
• Determines if credits will apply in extreme circumstances.
• High School Diploma or equivalent.
• Relies on extensive technical knowledge to make decisions and accomplish departmental goals.
• Provides administrative support such as answering inbound telephone calls, checking on ship dates, offering information on all products, updating new account information and inputting call notes in GCM
• Challenges team members in providing exceptional support to both external and internal customers.
• Compiles reports on team’s performance and customer feedback.
• Evaluates cases thoroughly and advises Technical Advisors and/or doctors on which product is the best for the particular case.
• Minimum five (5) years of experience in a Call Center environment.
• Ensures customer retention and satisfaction.
• Enforces adherence to company policies and procedures.
• Offers solutions and suggestions for process and product improvement to management.
• Assists customers in problem solving, planning, development and execution of stated goals and objectives.
• Works with Customers in escalated call scenarios.
• Makes outbound calls on cases that need assistance.
• Works closely with team members to solve customer problems.
• Works within approved department budget and resources.
• Coordinates with Human Resources and management in a timely manner on any and all employee relations matters.