Call Center Shift Supervisor - 3rd Shift (Remote)
About the position Responsibilities • Provide direction and execute the call center strategy to achieve optimal shift performance. • Ensure excellent customer service by assisting team leads with process and customer-specific questions. • Communicate process changes across team leads and call center agents. • Collaborate with other call center shift supervisors to ensure consistency across shifts. • Communicate specific work assignments and responsibilities to associates as needed. • Partner with the Quality Assurance team to deliver on KPI metric objectives including quality, efficiency, and attendance scores. • Perform live call monitoring to ensure quality of calls and provide performance feedback. • Responsible for overall succession planning and development of the call center shift assigned. • Assist with the training, coaching, and development of new team leaders and agents. • Review shift KPI reports to monitor shift performance and communicate report summaries to upper management. • Ensure shift is properly staffed by working closely with the Workforce Manager to create schedules. • Monitor daily call volume and historical staffing to determine dynamic staffing considerations. • Ensure legal compliance through strict adherence to policies and procedures. • Be available to handle escalation of issues that might arise on shift. Requirements • High school Diploma • 3+ years management experience is preferred. • 3+ years customer service experience in a call center or retail environment is required. • Prior experience in resolving customer complaints and complex customer issues remotely. • Experience administering training and performance management of a team. Nice-to-haves • Bachelors degree in related field • Excellent written and oral communication skills. • Excellent analytical skills. • Excellent customer service skills. • Ability to use call recording and quality assurance software. • Basic computer skills, including Flexnity Office (Excel, Word, PowerPoint, Outlook) & related programs. Apply To this Job