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Supervisor - Customer Service in Lake Zurich, IL at Dovenmuehle

Date Posted: 8/31/2018

Job Snapshot

Job Description



Summary:

The role of the Supervisor in Customer Service is to supervise, coach, mentor, and counsel call center representatives to achieve and exceed call center initiatives.



Responsibilities include, but are not limited to, the following:

  • Coach and counsel call center representatives
  • Monitor representative telephone calls to ensure that employee understanding, manners & professionalism, and knowledge are in line with total call center quality initiatives
  • Evaluate employee productivity in accordance with call center standards
  • Interview prospective job candidates for the call center
  • Prepare first draft of annual performance evaluations for employees
  • Assist management with tracking attendance and tardiness, facilitate verbal and written warnings
  • Facilitate team-building exercised for all employees
  • Maintain presence and availability by walking the floor to answer questions and on the spot coaching
  • Mentor new hires within the call center
  • Assist with answering customer calls, handle irate customer issue from start to finish
  • Assist management with payroll administration for the call center
  • Assist the trainers with training sessions
  • Coach and counsel call center representatives
  • Monitor representative telephone calls to ensure that employee understanding, manners & professionalism, and knowledge are in line with total call center quality initiatives
  • Evaluate employee productivity in accordance with call center standards
  • Interview prospective job candidates for the call center
  • Prepare first draft of annual performance evaluations for employees
  • Assist management with tracking attendance and tardiness, facilitate verbal and written warnings
  • Facilitate team-building exercised for all employees
  • Maintain presence and availability by walking the floor to answer questions and on the spot coaching
  • Mentor new hires within the call center
  • Assist with answering customer calls, handle irate customer issue from start to finish
  • Assist management with payroll administration for the call center
  • Assist the trainers with training sessions

Job Requirements



Job requirements:

  • Minimum 1 year call center management experience
  • Minimum 1 year supervisory experience
  • Strong communication skills, time management skills, organization talent, professional demeanor, and leadership qualities
  • Minimum 1 year call center management experience
  • Minimum 1 year supervisory experience
  • Strong communication skills, time management skills, organization talent, professional demeanor, and leadership qualities