Call Center Supervisor | Customer Service [COC0021218]
Core
Supervise call center agents, monitor performance, provide coaching, and develop staffing schedules for government and public services clients.
Role type
Call Center Supervisor
Builds
Customer service operations for government and public services clients
Domain
Government and Public Services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Leadership, performance monitoring, conflict resolution, team motivation, accountability, decision-making, process improvement
Preferred skills
Training new hires, overseeing quality assurance programs
Technologies
Microsoft Office (Excel, Access, Outlook, PowerPoint, Word), Adobe Acrobat, data analytic tools, Visio
Responsibilities
Supervise call center agents, Monitor performance and provide coaching, Develop staffing schedules, Lead training for new hires, Oversee quality assurance programs, Work with management to improve processes
Seniority
Mid-level, hands-on IC
