Call Center Supervisor
Core
Oversee call center operations, manage team performance, and resolve escalated member service issues to ensure total member satisfaction.
Role type
Senior IC call center supervisor
Builds
Member service operations and team productivity
Domain
Insurance/AAA call center operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Call center management, team coaching, conflict resolution, performance appraisal, staffing management, labor law compliance, workforce management software, automatic call distribution technology, service quality assurance
Preferred skills
Leadership development, strategic business planning, committee participation
Technologies
Microsoft Office (Outlook, Word, PowerPoint, Excel, Access), workforce management software, automatic call distribution technology
Responsibilities
Provide coaching and development to team members; resolve escalated member service issues including conflicts and dissatisfaction; interview, screen, hire, promote, and terminate team members; prepare and conduct performance appraisals; analyze operating activities and report to management; supervise compliance with Club policy, safety procedures, and labor laws.
Seniority
Senior, hands-on IC
