Eddie Bauer

  • Call Center Supervisor

    Location US-OH-Groveport
    Job ID
    2019-6150
    Category
    Call Center
    Type
    Regular Full-Time
  • Overview

    The Call Center Supervisor is responsible for managing and directing the daily activities of the call center agents

    Responsibilities

    • Manage and direct the daily activities of the call center agents
    • Develop team and individuals through monitoring and coaching associates to ensure performance at desired levels in order to achieve goals and high level of customer service
    • Handle escalated customer service issues that cannot be resolved by Customer Service Agents in order to resolve issue and maintain positive customer relations
    • Establish and monitor assoicate performance by reviewing performance materials, reports and call monitoring in order to identfy opportunities for improvment and training needs
    • Coach individual associates who may fall below desired performance using established company guidelines
    • Act as liasion with team leaders, thrid parties and operinoat to collect and analyze information and resolve issues
    • Plan and supervise changes and manage the daily operations of the call center
    • Maintain a strong knowledge of products and services for customers that we are servicing
    • Plan and develop employee recruitment
    • Monitor random inbound calls to improve quality, minimizing errors and track operative performance
    • Resolve customer complaints and questions
    • Communicate solutions, successes and opportunities to the Call Center Manager
    • Review overall staff performance and recommend training needs
    • All other duties related to the function of the job

    Qualifications

    • 3-5 years supervisory experience in a Call Center environment
    • Excellent verbal and written skills
    • Strong analytical and problem solving skills
    • Excellent organizational and time management skills in a fast paced environment
    • Strong customer service skills
    • Ability to develop and motivate staff
    • 4 year college degree and/or relevant call center work experience

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