Call Center Supervisor (Remote)

• Responsible for supporting and coaching a team of associates in providing quality service for inbound and outbound telephone calls. Create and maintain company monitoring standards for call center/customer service reps. Conduct analysis of monitoring results and provide feedback and recommendation to call center service quality assurance manager.** Effectively monitor chat and incoming calls from customers to the reps. The supervisor will be measured by the performance of their team. (quality, attendance, sales conversions, and adherence). Steve will measure performance through how their team is doing. % of calls that someone sets a lead on (goal is around 50%). Responsible for supporting and coaching a team of associates in providing quality service for inbound and outbound telephone calls. Create and maintain company monitoring standards for call center/customer service reps. Conduct analysis of monitoring results and provide feedback and recommendation to call center service quality assurance manager. Most of questions come in form of chat, they will review attendance for previous day, what the day looks like, where there are gaps, where they don’t have enough people, checking Teams chat for questions. Listening to calls to determine how they are doing, find out if there are any concerns, using calls for coaching and performance, does rep sound pleasant on phone, etc. End of each week, going to ask for confirmation about hours (attendance tracking). A lot of listening to calls.

Skills

Contact center, Inbound Call center, Supervisor, team lead, Call center, metrics, coaching, upselling, sales

Top Skills Details

Contact center,Inbound Call center,Supervisor,team lead,Call center,metrics,coaching,upselling,sales

Additional Skills & Qualifications

• Bachelors degree is a huge plus *Worked in a sales or upselling call center environment is a huge plus

Experience Level

Expert Level

About TEKsystems

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.