IHDLab is currently seeking a dedicated and experienced Call Center Supervisor to join our team. As a Call Center Supervisor, you will be responsible for leading a team of call center agents in providing excellent customer service and achieving performance targets. You will play a pivotal role in ensuring all calls are handled efficiently and professionally, while maintaining a high level of customer satisfaction.

Responsibilities

Monitor and evaluate call center agents' performance, providing coaching and feedback to ensure adherence to quality standards and performance targets
Handle escalated customer inquiries and complaints, resolving issues in a timely and satisfactory manner
Develop and implement call center policies and procedures to optimize efficiency and productivity
Identify training and development needs of call center agents, providing ongoing coaching and support to enhance their skills and knowledge
Generate reports regarding call center performance, analyzing data to identify trends and areas for improvement
Maintain accurate records of call center activities, ensuring data integrity and compliance with company policies
Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience
Stay updated on industry trends and best practices in call center operations, making recommendations for process improvements

High school diploma or equivalent; bachelor's degree in a relevant field is a plus
Proven experience as a Call Center Supervisor or a similar role
Excellent knowledge of call center operations and performance metrics
Strong leadership and communication skills, with the ability to motivate and engage a team
Exceptional customer service skills and the ability to handle difficult customer interactions with empathy and professionalism
Proficient in using call center software and equipment
Ability to analyze data and generate reports to drive performance improvements
Detail-oriented with strong organizational skills
Ability to work under pressure and handle multiple priorities
Flexibility to work different shifts, including evenings and weekends

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)

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Call Center Supervisor