Call Center Supervisor

Position: Call Center Supervisor

Location: Phoenix, AZ

Schedule: Full-Time

Compensation: $47,000 / year - $56,000 / year

Benefits: Med/Dent/Vis, PTO/Sick, 401k

Job Summary:

The Call Center Supervisor is responsible for overseeing the daily operations and the staff of the call center. This position requires strong leadership and management skills, excellent communication and the ability to handle demanding situations. The Call Center Supervisor will be expected to ensure high levels of customer service, and resolve any customer complaints in a prompt and professional manner.

Duties:

1. Supervise daily operations in the call center, ensuring efficiency, quality and performance targets are met.

2. Train, develop and manage a team of call center agents, providing feedback and coaching where necessary to improve individual performance.

3. Monitor conversations between agents and customers to ensure adherence to quality standards and customer satisfaction.

4. Handle and resolve escalated customer complaints and issues.

5. Implement and review call center protocols, procedures and guidelines.

6. Generate and analyze performance reports, identifying trends and areas for improvement.

7. Liaise with other departments as required to ensure customer issues are resolved and services are delivered efficiently.

8. Foster a positive and motivated work environment, promoting team collaboration and high morale.

9. Work with HR department in recruitment and training of new employees.

10. Perform administrative duties, including budgeting, scheduling and staffing decisions.

Other Requirements:

• 1 year of supervisor experience in a call center or medical practice setting
• Spanish Speaking (Ideal but not required)

Requirements

• 1 year of supervisor experience in a call center or medical practice setting
• Spanish Speaking (Ideal but not required)

Benefits

Med/Dent/Vis, PTO/Sick, 401k