Experienced Call Center Supervisor at Charleston

Job Description

We are currently looking for aCall Center Supervisor for ourCharleston, SC Center of Excellence.

Job Duties:

• Directly supervises a team of call center agents
• Provides and documents performance feedback through side-by-side coaching, performance reviews, goal setting and deficiency management
• Appropriately address human resource issues, such as attendance and interpersonal conflicts in the workplace; consults Department Manager and/or Human Resources for guidance as needed
• Manages service levels based on client contract agreements
• Participates in the interviewing process and makes hiring recommendations
• Improves customer satisfaction and call quality by monitoring and giving feedback
• Increases effectiveness of call monitoring by calibrating with the quality department
• Control cost by managing staff to budgeted headcount and adjusting as volume dictates
• Utilizes reporting to manage improvements in individual, team and queue performance
• Manages change through effective communication and support of change
• Accepts change by demonstrating a positive attitude when change occurs
• Takes calls and handles escalated customer issues as needed
• Supports the call center by participating in cross-functional meetings to give input on improvement opportunities
• Supports and communicates business goals, quality standards, processes and procedures and policies
• Administers motivational programs that include incentives, contests and team performance programs.

To be considered for this position please submit resume to [Click Here to Email Your Resum]. Please submit resume w/ AVP, Charleston" listed in subject line.

iQor is an AA/EEO employer. M/F/D/V

Job Requirements

Requirements:

• BS/BA in Business/Operations Management preferred
• 2+ years previous call center supervisory experience required
• Atleastone year of consumer collections experience
• Demonstrated ability to lead, coach and develop effective teams
• Results oriented with ability to manage change while creating a positive environment
• Project management experience a plus
• Proficiency in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, center reporting tools and technologies
• Outsourcing experience a plus
• Flexibility to work long and irregular hours

Skills in the following areas are critical to success in this role:

• Problem-solving ability
• Strong communication skills
• Self-motivated
• Multi-tasking ability

Country: USA, State: South Carolina, City: Charleston, Company: IQor.