Customer Support Supervisor - Call Center Experience

Imperium Data has a client located in the Miami area looking to add a Customer Service Supervisor to their growing team. This client is in the telecommunications industry and offers great compensation and benefits. The ideal candidate will have experience leading and supporting call center teams, monitoring KPI performance, and providing training . This is a on-site position.

What you’ll be doing:

· Coach and support a team of representatives to respond to customer requests, complaints, and troubleshooting issues with services and products.

· Ensure agents understand and comply with all call center performance standards and policies.

· Identify operational issues and suggest possible improvements.

· Monitor and evaluate agent performance, provide coaching, identify area for growth, and take corrective action when necessary.

· Prepare reporting and analyze data to assist in achieving call center goals.

· Collaborate and work with other supervisors and managements to improve the customer experience.

· Monitor SLA dashboard and proactively shift resources as needed.

· Complete yearly performance evaluations. Create and maintain Performance Improvement Plans.

· Assist manager with monitoring staff time and attendance. Make recommendations for actions and improvement. Assumes manager responsibilities during manager absence.

· Act as a support mechanism and escalation point for call center agents.

What our client is looking for:

· 2+ years of supervisory or staff management experience.

· 2+ years of call center and customer service experience.

· Experience creating department staffing schedules.

· Proficiency with Office365

· Must have scheduling flexibility Saturday and/or Sunday.

Imperium Data Consulting is a subsidiary of Imperium Data, a full-service Information Technology services firm. Imperium Data Consulting is specialized in providing top Information Technology talent to organizations of all size and industries. We work with the best staffing industry technology and our teams are tenured talent and staffing consultants.

Imperium Data is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national, origin, disability status, protected veteran status, or any other characteristic protected by law.