Savers Value Village • El Paso, TX 79995
Job #2806798583
Call Center Supervisor
Candidates must be located in El Paso, TX
Summary:
Reporting to the Operations Manager, this individual provides front line leadership directing 5-15 Customer Service Representatives supporting the day-to-day operations of call center operations in the areas of outbound, inbound, quality assurance, customer/donor services, or other related operational activity. The Call Center Supervisor utilizes generally accepted team leadership methods and approved procedures to achieve expected quality, productivity and throughput.
Essential Job Functions:
Supervises, coordinates, directs, and monitors staff activities to ensure that prompt, courteous, and accurate responses are provided to donors
Monitors team production, efficiency and quality metrics and provides feedback to the Team Manager on performance compared to expectation
Handles complex and escalated customer service issues
Provides training and coaching support to reinforce successful team member behaviors and identify opportunities for performance improvement
Conducts monthly touch base meetings with each team member regarding their previous month's performance
Prepares and delivers performance reviews for assigned team members
In conjunction with Quality Assurance, ensures adherence to departmental and/or call/service center policies, procedures, and practices
Creates and maintains a positive, respectful work environment for the team members
Prioritizes and assigns work to team members and initiates corrective measures to resolve problems including attendance and work schedules when needed
Required Knowledge, Skills and Abilities:
Communicates effectively, cooperatively and persuasively
Nurtures a cooperative, team-oriented environment
Treats all team members and donors with respect and dignity
Prioritizes and executes tasks within a fast-paced environment
Ability to develop, evaluate and motivate team members
Exceptional problem-solving skills
Working knowledge of call center technologies such as dialer, IVR, ACD, and workforce management
High level organizational skills and attention to detail
Excellent written and verbal communication skills
Minimum Required Education, Training and Experience:
High School Diploma and two (2) or more years of experience in a high-volume call center environment
Two (2) or more years of experience in a supervisory role preferred
Experience in a blended call center, inbound and outbound call handling, a plus
Proficiency in MS Office and Internet Explorer
Flexibility in schedule which may include nights, weekends, and holidays
Physical Requirements:
FLSA Status
Tools and Equipment Used:
Travel:
Work Address:
Savers is an E-Verify employer.
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