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Call Center Supervisor

Solera, Inc.

This is a Full-time position in Garland, TX posted May 26, 2021.

Job Summary

The Call Center Supervisor organizes and directs the call center staff, assesses their performance and provides feedback as needed.

The ultimate goal is ensuring excellent team performance for promoting the growth our business.

Responsibilities
Assisting in the setting of targets/goals for individuals as well as for teams Answering the queries of staff and providing guidance and timely feedback Hiring and onboarding new employees Reporting upper management on problems and issues Measuring performance using key metrics (e.g.

calls waiting, call abandonment, AHT, etc.) Ensuring adherence to company’s policies as well as established procedures for call and schedule adherence Anticipating escalation and taking over calls whenever needed Devising ways of optimizing procedures and keeping staff motivated

Requirements
High School diploma or GED required Minimum of 3 years of prior experience as a Call Center Supervisor Proficiency using MS Office, specifically, Outlook, Word, Excel Experience with telephone equipment as well as relevant computer software (i.e.

CRM, Telephony, Timekeeping, HRIS) A results-oriented attitude Effective leadership skills Ability to perform under pressure while working in a fast-paced environment Strong communication skills with proficiency in English Exceptional management and organizational skills Experience managing virtual teams a plus

This is NOT a work-from-home opportunity

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