Call Center Supervisor
Core
Lead a team of Customer Service Representatives to manage daily performance, ensure exceptional customer service, and drive continuous improvement.
Role type
Contact Center Supervisor
Builds
Customer service operations and team performance
Domain
Commercial/Industrial/Residential door, docking, and security products distribution
Deliverable
dashboards & analysis
Required skills
Team coaching and mentoring, performance data analysis, conflict resolution, employee onboarding and scheduling, CRM software proficiency, operational strategy execution
Preferred skills
Experience with IFS platforms, process improvement methodologies
Responsibilities
Oversee and coach CSRs to meet performance expectations, resolve complex customer escalations, manage team scheduling and attendance, implement new processes and tools, track and report performance metrics
Seniority
Mid-level, hands-on IC
