• Call Center Supervisor

    Savers Value VillageEl 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:

    • Must be able to sit, stand and walk for extended periods of time

    FLSA Status

    • Non-Exempt

    Tools and Equipment Used:

    • Laptop or desktop computer, phone, headset, webcam

    Travel:

    • No travel required

    Work Address:

    • Remote

    Savers is an E-Verify employer.

  • Salary Snapshot

    Customer Service Industry AverageCall Center Manager NationwideCall Center Manager in El Paso, TX$0K$5K$10K$15K$20K$25K$30K$35K$40K$45K$50K$55K$60K$65K