Call Center Shift Supervisor - 3rd Shift (Remote)
About the position Responsibilities • Provide direction and execute the call center strategy to achieve optimal shift performance. • Ensure excellent customer service by assisting team leads with process and customer-specific questions. • Communicate process changes across team leads and call center agents. • Collaborate with other call center shift supervisors to ensure consistency across shifts. • Communicate specific work assignments and responsibilities to associates as needed. • Partner with the Quality Assurance team to deliver on KPI metric objectives including quality, efficiency, and attendance scores.• Perform live call monitoring to ensure quality of calls and provide performance feedback. • Responsible for overall succession planning and development of the call center shift assigned. • Assist with the training, coaching, and development of new team leaders and agents. • Review shift KPI reports to monitor shift performance and communicate report summaries to upper management. • Ensure shift is properly staffed by working closely with the Workforce Manager to create schedules. • Monitor daily call volume and historical staffing to determine dynamic staffing considerations.• Ensure legal compliance through strict adherence to policies and procedures. • Be available to handle escalation of issues that might arise on shift. Requirements • High school Diploma • 3+ years management experience is preferred. • 3+ years customer service experience in a call center or retail environment is required. • Prior experience in resolving customer complaints and complex customer issues remotely. • Experience administering training and performance management of a team. Nice-to-haves • Bachelors degree in related field • Excellent written and oral communication skills.• Excellent analytical skills. • Excellent customer service skills. • Ability to use call recording and quality assurance software. • Basic computer skills, including bolthires Office (Excel, Word, PowerPoint, Outlook) & related programs. Apply tot his job Apply tot his job