The average salary of a(n) Supervisor Call Center in , is $62,126.
Supervises and coordinates activities of a team of Call Center Representatives who provide telephone customer support services and give product or service information by answering questions and offering assistance. Oversees on-floor activities, being available to affect the call center's operations; handles calls that representatives aren't able to; replies to comments and answers questions when a representative needs assistance. Studies queue and tracks inbound and/or outbound calls; keeps representatives aware of inbound calls, calls waiting, abandonment rate, etc. Coaches representatives through positive communication and feedback. Meets regularly with team, reviewing recent events and providing communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs, and company related issues, changes or actions. Monitors calls of representatives to observe employee demeanor, technical accuracy, and conformity to company policies, and discusses individual performance with each representative. Monitors individual, team, and call center productivity and results to identify and act on both positive and negative performance trends to ensure attainment of organization goals and performance targets. Keep records of customer service requests and complaints; communicates with customers; answers questions and recommends corrective services to address customer complaints. Tracks attendance, daily statistics, paid time off, sick time, etc.; generates reports and creates and maintains files on each representative as they relate to attendance, production, and reviews. Creates a detailed plan of the way to impact the team's day-to-day performance. Is required to be adept in activities of employees supervised. Assists in recruiting new staff, and schedules existing staff to ensure service level objectives are met. Works with management on refining, scheduling, and administering appropriate training sessions for new hires and existing staff. Meets with MIS to review computer hardware, software, and database issues. Less
Supervises and coordinates activities of a team of Call Center Representatives who provide telephone customer support services and give product or service information by answering questions and offering assistance. Oversees on-floor activities, being available to affect the call center's operations;... More