Main Purpose of Job

Responsible for managing the day-to-day operations of the call center team, ensuring client satisfaction, coaching and motivating staff, and maintaining all quality standards.

Duties & Responsibilities

1. Ensure incoming calls are answered promptly and customers receive accurate information and appropriate assistance.

2. Provide ongoing guidance, mentoring, feedback, and motivation to staff to ensure competent performance while adhering to department and RIC policies and procedures.

3. Maintain standards for call volume, response times, quality, and results by monitoring and tracking relevant metrics.

4. Drive team performance to achieve critical performance measures, including productivity, efficiency, and service quality.

5. Supervise call center operators on a day-to-day basis to maintain service level goals and meet performance objectives.

6. Maintain and monitor records and reports related to team performance.

7. Serve as the primary point of contact for team member questions, issues, and escalations.

8. Manage attendance records, verify weekly timesheets, monitor leave balances and schedule adherence, and approve or deny leave requests.

9. Track customer issues, identify patterns and root causes, and implement corrective solutions.

10. Review daily technician reports, submit findings to the complaints supervisor, and gather customer feedback on services provided.

11. Monitor technician movements using the GPS tracking system to ensure efficient service delivery.

Skills

EDUCATION, QUALIFICATIONS & EXPERIENCE LEVEL

- High School or Diploma 

- 3 years previous Call Center Supervision experience required. 

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

- Must have advanced customer relations’ skills.

- Excellent verbal and written communication skills.

- Outstanding relationship building skills.

- Excellent initiative and interpersonal communications skills.

- Ability to use manual or computerized systems for order entry, invoicing, data application, and equipment selection.

COMPUTER EQUIPMENT AND SOFTWARE REQUIREMENTS

- Microsoft office.

- Oracle ERP.