Top Call Center Supervisor Skills

Below we've compiled a list of the most important skills for a Call Center Supervisor. We ranked the top skills based on the percentage of Call Center Supervisor resumes they appeared on. For example, 30.9% of Call Center Supervisor resumes contained Customer Service as a skill. Let's find out what skills a Call Center Supervisor actually needs in order to be successful in the workplace.

The six most common skills found on Call Center Supervisor resumes in 2020. Read below to see the full list.

1. Customer Service

high Demand
Here's how Customer Service is used in Call Center Supervisor jobs:
  • Exceed established work standards in productivity and/or quality to accommodate a fast paced production and customer service oriented work environment.
  • Facilitated on brand customer service training to assist brand ambassadors with elevating their customer service skills to a more elevated level
  • Resolve difficult service problems concerning policy applications, underwriting processing, underwriting guidelines and other related customer service/underwriting matters.
  • Identified and implemented enhancements to customer services, communications, mediated process to improve efficiency and customer satisfaction.
  • Coached and developed customer service representatives by conducting periodic one-on-one meetings to discuss performance statistics and career goals.
  • Supervised and monitored agent calls to measure productivity, customer service and technical skills and overall call quality.
  • Maintained call distribution system by configuring the telephone PBX to automatically distribute calls uniformly among customer service representatives.
  • Implemented core business processed and assisted in process improvement initiatives in order to enhance customer service.
  • Implemented and streamlined an evaluation and monitoring process for our Spanish bi-lingual online customer service representatives.
  • Managed and motivated a team of 12 representatives ensuring exceptional customer service to Fund Participants.
  • Cross-trained and back up Customer Service Management Adhered to all confidentiality requirements at all times.
  • Provided direction to customer service representatives with Human Resources, compensation and benefits for employees.
  • Fostered a work environment that was accountable for delivering results while providing excellent customer service.
  • Provided quality customer service by providing information, researching and resolving problems and issues.
  • Supervised and monitored 30 customer service representatives monthly for quality assurance and coaching purposes.
  • Supported customer service representatives by answering questions, providing training and handling escalated calls.
  • Demonstrated ability to gain employee and customer trust and provide exceptional customer service.
  • Maintain quality control/satisfaction records while constantly seeking new ways to improve customer service.
  • Completed evaluation on employees to assess team and individuals customer service performance.
  • Conducted bi-weekly coaching meetings with customer service specialists on performance and productivity.

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2. Supervisor Calls

high Demand
Here's how Supervisor Calls is used in Call Center Supervisor jobs:
  • Provide customer service while answering supervisor calls to deescalate upset customers.
  • Take supervisor calls from representative with difficult consumers.
  • Handled supervisor calls to address escalated customer issues.
  • Manage supervisor calls and relays messages and feedback to the Quality Assurance department, Client Services department, and Executive staff.
  • Monitor agent and floor supervisor calls to ensure 100% adherence to the Project Management Guide's client specifications.
  • Be visible to answer question Take Supervisor calls and be available when an agent appears to need assistance.
  • Interact with customers not only on sales calls, but also Supervisor calls that are escalated.
  • Supervised and trained Customer Service Agents and the Supervisor Queue quality agent to manage supervisor calls.
  • Supervised 15-20 employees on entering mail orders, supervisor calls and issuing lunches and breaks.
  • Walked the floor and assisted agents as well as took supervisor calls in emergency cases.
  • Handled Supervisor calls for business and personal accounts for Bank of America check ordering.
  • Handled supervisor calls from customers, completed reports and projects for upper management.
  • Take supervisor calls (when a customer request a supervisor on the phone)
  • Make evaluations on employees as well as taking supervisor calls for unresolved issues.
  • Take supervisor calls for both Spanish and English speaking customers.
  • Assist operators with irate customers, and answer supervisor calls.
  • Answer supervisor calls and escalate case with its corresponding department.
  • Handle supervisor calls, plan and monitor daily activities.
  • Take supervisor calls escalated to them by sales agent.
  • Assist with supervisor calls when on floor support.

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3. Service Levels

high Demand
Here's how Service Levels is used in Call Center Supervisor jobs:
  • Monitored, created and provided reports that assisted management in ensuring service levels were met and call distribution appropriately assigned.
  • Developed business processes/procedures and quality standards that could be used to identify strengths and/or deficiencies in product/delivery service levels.
  • Improved departmental flexibility, efficiency, and service levels by developing and implementing an inbound and outbound call-blending unit.
  • Performed ongoing contact/call monitoring for quality assurance and approve adjustments to queues/staffing to ensure service levels are met.
  • Recorded and figured statistics that determined service levels and scheduled the resulting overtime or volunteered time off.
  • Projected call volume and number of individuals needed to meet defined customer service levels and scheduled accordingly.
  • Assisted in recruiting and retention activities Analyzed reporting on abandon rates, service levels and agent productivity
  • Coordinated projects, implemented initiatives and monitored procedures to ensure optimum service levels and customer satisfaction.
  • Created training material and implemented new projects designed to increase customer service levels and overall satisfaction.
  • Monitored all service and operational metrics to include adherence and occupancy of quality/quantity service levels.
  • Analyzed call center data and established new staffing/scheduling guidelines to ensure service levels were satisfied.
  • Monitored department Contact Center Management software to ensure proper coverage and Service Levels are maintained.
  • Established, implemented, and monitored productivity and customer service levels.
  • Monitored Key Indicators daily to ensure ongoing achievement of service levels.
  • Coordinated schedules to ensure customer service levels were adequately handled.
  • Determined and maintain quality service levels.
  • Maintain customer service levels by monitoring daily call center operations, adjusting staffing, and researching and resolving problems and complaints.
  • Monitored the average handling time, abandon rates, service levels, quality scores and customer satisfaction results of assigned agents.
  • Work with other supervisors to help maintain service levels and appropriate staffing levels using approved time off and overtime when instructed.
  • Manage and monitor Real time adherence, service levels, ensuring customers and CSR's received consistent and accurate information.

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4. Track Inbound Calls

high Demand
Here's how Track Inbound Calls is used in Call Center Supervisor jobs:
  • Managed a team of 10-15 Customer Service Representatives at a time, Monitor queue and track inbound calls.
  • Manage a team of call center agents * Monitor queue and track inbound calls.
  • Monitor queue and track inbound calls.
  • Monitor queue and track inbound calls to supervise availability, calls waiting and abandonment rate.

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5. Performance Reviews

high Demand
Here's how Performance Reviews is used in Call Center Supervisor jobs:
  • Conducted formal agent performance reviews, including annual goal setting/performance development plans, mid-year performance review and final year-end performance review.
  • Prepared and presented performance reviews to team members and counseled them on career development and implemented disciplinary action as needed.
  • Performed interviews and periodic performance reviews to determine employee eligibility for merit increases, bonuses and promotional / transfer opportunities.
  • Conducted performance reviews, made recommendations for improvements, personal development and provided coaching to employees to improve performance.
  • Compiled performance reviews bi-monthly; monitored agents for performance and professionalism; administered disciplinary action; and tracked attendance.
  • Conducted performance reviews, including annual-setting/performance development plan, midyear review, and final year-end performance review.
  • Conducted employee performance reviews and raises based on reservation agent sales statistics and quality assurance performance.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve patient satisfaction.
  • Conducted performance reviews for all student callers and distributed constructive criticism for areas of improvement.
  • Prepared and administered performance reviews, made recommendations for promotions, and salary increases.
  • Delivered performance reviews, developmental plans, disciplinary actions and daily supervision of employees.
  • Prepared and conducted monthly performance reviews providing a developmental plan for each agent.
  • Conducted performance reviews to reduce resolution time and improve customer satisfaction rates.
  • Maintained responsibility for staff training and development as well as performance reviews.
  • Administered quarterly and annual performance reviews and participated in the compensation process.
  • Conducted routine agent performance reviews; provided management with insight into performance/attendance.
  • Complete and deliver performance reviews, development plans and disciplinary actions.
  • Monitored groups and individual's productivity, conducts periodic performance reviews.
  • Provided monthly performance reviews, counseling sessions and performance improvement training.
  • Evaluated employees by conducting daily monitoring of yearly performance reviews.

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6. Phone Calls

high Demand
Here's how Phone Calls is used in Call Center Supervisor jobs:
  • Help Desk Supervisor- Office of Technology Services/Ombudsman Screened phone calls to appropriately address caller inquiry/concerns and resolved client issues.
  • Answer supervisory phone calls from customers to assure escalated complaints are appropriately resolved.
  • Audited customer service phone calls to assure quality assurance policy was followed.
  • Supervised recorded phone calls for quality training and quality assurance.
  • Resolved customer escalated phone calls.
  • Monitored and evaluated the daily job duties of 6 to 20 employees to ensure accurate monologue and documenting of phone calls.
  • Answered phone calls/ respond through email and issued Guests with merchandise they didn't receive or that was lost in transition.
  • Handled large amounts of inbound escalated phone calls daily in order to make sure all clients were satisfied and happy.
  • Managed and defused escalated phone calls, resolved front desk patient complaints and handled expedited appointments to ensure optimum service.
  • Monitored incoming phone calls and performed weekly audits of customer service skills during two random phone calls per employee.
  • Monitor counselor's phone calls and continuously coach to ensure proper handling, sales production, and time management.
  • Required to monitor/record phone calls and provide detailed feedback to agents and their respective managers to ensure quality control.
  • Ensured that all inbound phone calls were relayed, emailed, faxed, or paged to the proper clientele.
  • Overlooked 20+ call center agents, handled escalated phone calls, breaks and lunches and coached individual agents.
  • Review accounts and call on delinquent customers and Receive phone calls to collect / resolve delinquent customer queries.
  • Conduct weekly coaching sessions with my team members in order to monitor phone calls and provide constructive feedback.
  • Handled all escalated phone calls, and was responsible for monitoring all phone calls coming into the resort.
  • Monitored phone calls and coached Customer Service Representatives to ensure that all service level goals were achieved.
  • Assisted as an on-the-job trainer for two training classes for behavioral health benefits and claims phone calls.
  • Responded to e-mails and phone calls from employees, supervisors, upper management, and human resources.

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7. Data Entry

high Demand
Here's how Data Entry is used in Call Center Supervisor jobs:
  • Trained and recruit customer service representatives on standard operating procedures, data entry procedures and other procedures as appropriate.
  • Monitored calls and data entry randomly to ensure representatives answered questions appropriately and courteously.
  • Performed data entry of insurance information and demographics included with the scheduling of patients.
  • Set up new customers accounts by in-putting all data entry on each company, and employees in to the computer system.
  • Automated the dealer sales data entry processes using Excel and VBA enabling a reduction in average call time of 27%.
  • Schedule and assign data prep work; coordinate daily input and output priorities and monitor data entry production levels.
  • Directed an additional 11 agents within the Data Entry team, responsible for manually entering all B2B Corporate Orders.
  • Answered phones, data entry, credit card entry, faxing, copying, typing, customer service
  • Assisted with office duties such as answering phone, data entry, photocopying, and faxing documents.
  • Supervised the Call Center & Data Entry clerk functions to ensure job expectations and successes were met.
  • Excel data entry, answering calls and taking payments, assisting customers select merchandise based on their needs
  • Supervised 10 - 20 order takers, set appointments, verified sales, data entry.
  • Developed SAP Business Process Procedures for Data Entry, Web Order Entry and Mail Services.
  • Operated the switchboard, data entry, filing, and scheduled appointments for clients.
  • Processed customer transactions, fielded customer questions and requests, and data entry.
  • Created and supervised a Data Entry Operator Department consisting of 20 employees,.
  • Achieved daily individual and team metrics for data entry and telephone answer rates.
  • Assist in the editing of questionnaires from the call center to data entry.
  • Complete physician schedule data entry & ensure that the schedule is kept up-to-date.
  • Acted as a liaison between analysis, data entry and phone staff.

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8. Customer Complaints

high Demand
Here's how Customer Complaints is used in Call Center Supervisor jobs:
  • Supervised and managed the team responsible for resolving escalated/referred customer complaints forwarded from the customer or their agents.
  • Provided direction and handled escalated issues to address customer complaints related to eligibility and HMO processing.
  • Identified and resolved system logic problem resulting in increased operational efficiency and decreased customer complaints.
  • Served as primary contact in resolving complex customer complaints and gathering information on work assignments.
  • Supervised over 50 directory assistants and resolved escalated customer complaints and disputes.
  • Respond and resolve customer complaints including process improvements to prevent future problems.
  • Responded to customer complaints that requested management intervention successfully negotiating customer issues.
  • Responded accordingly to customer complaints to ensure quality of service for vendor/customers.
  • Responded to escalated first-line customer complaints and resolved customer logistic issues.
  • Handle complex customer complaints, inquiries, and eligibility discrepancy resolutions.
  • Respond to customer feedback, compensate appropriately for customer complaints.
  • Answered questions and recommended corrective services to address customer complaints.
  • Investigated customer complaints for resolution and referred to appropriate departments.
  • Recommended and implemented corrective action to address customer complaints.
  • Resolved customer complaints regarding injuries and corporate complaints.
  • Addressed and resolved customer complaints calmly and professionally.
  • Negotiated and resolved escalated customer complaints.
  • Resolved customer complaints and interview problems.
  • Resolved customer complaints escalated from staff.
  • Handle escalated complex customer complaints and/or inquiries

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9. Key Performance Indicators

high Demand
Here's how Key Performance Indicators is used in Call Center Supervisor jobs:
  • Initiated and facilitated project meetings with upper management to promote improved performance on various call center key performance indicators.
  • Collaborated with Workforce Management to ensure optimal scheduling to meet contractual obligations and achievement of key performance indicators.
  • Owned and managed team key performance indicators by generating and distributed daily reports and coaching representatives as appropriate.
  • Identify, establish, and communicate call center key performance indicators to meet customer performance requirements.
  • Maintained a team of agents and monitored and managed their productivity based on key performance indicators.
  • Interacted with Senior Management and client regarding Key Performance Indicators and any other requested data/information.
  • Supervised day-to-day activities and assisted when necessary to maintain departmental key performance indicators.
  • Trained teams to consistently exceed or significantly exceed expectations in Key Performance Indicators.
  • Scheduled monthly department events to reward associate achievement of department key performance indicators.
  • Tracked and analyzed key performance indicators using agent production reports.
  • Tracked productivity to maximize performance across all key performance indicators.
  • Prepared and delivered annual reviews linked to key performance indicators.
  • Assist the manager with achieving designated key performance indicators.
  • Performed regular performance appraisals based on Key Performance Indicators.
  • Monitored key performance indicators and evaluated efficiency.
  • Achieved stated departmental key performance indicators.
  • Measured and monitored key performance indicators.
  • Ensured that key performance indicators were met by the project and provided feedback to meet those goals as needed daily.
  • Utilized statistical data sale, attendance and quality data as key performance indicators to determine the needs of the team.
  • Manage and monitor agents key performance indicators; metrics, service levels, quality monitors, schedules and errors.

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10. Technical Support

high Demand
Here's how Technical Support is used in Call Center Supervisor jobs:
  • Ensured technical support and customer service team produced exceptional assistance with concerns regarding online navigational support, member verification and fulfillment.
  • Provided guidance to staff in resolution of difficult questions to ensure accurate technical support information.
  • Supervised and motivated 25 technical support representatives and technicians within call center environment.
  • Managed within multiple departments including Customer Service, Relocation, and Technical Support.
  • Supervised approximately 30 Technical support agents for wireless equipment and operating systems.
  • Coordinate the interviewing, hiring and training of customer service/technical support representatives.
  • Supervised Call Center Analysts providing technical support for Field Representatives.
  • Assisted customers with activation and technical support towards wireless services.
  • Documented and analyzed customer satisfaction and technical support results.
  • Scheduled service appointments and provided basic technical support.
  • Provided administrative and technical support for contract staff.
  • Provided on-site support for technical support and implementations.
  • Troubleshooted system problems and provided technical support.
  • Provided outstanding technical support to agents and customers
  • Monitored the call flow on each skill set, helped with staffing, solved transaction, technical support and credit problems.
  • Lend expert guidance to Customer Technical Support Agents to make sure each customer call results in a positive, productive outcome.
  • Supervised 15 claim technicians, 10 translators, and provided technical support to 70 additional claim technicians across different field offices.
  • Handled escalated customer inquiries and concerns regarding telephone service, with a specialty in technical support and collection issues.
  • Managed team of 20 technical support agents in a call center for in-bound technical computer assistance for Macintosh Computers.
  • Developed after sales strategies including return product processes (RMA), customer support, and technical support.

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11. Disciplinary Actions

high Demand
Here's how Disciplinary Actions is used in Call Center Supervisor jobs:
  • Managed operation personnel including hiring, monitoring and evaluating performance, in addition to, initiating corrective and disciplinary actions.
  • Supervised call center employees including: hiring, performance evaluations, and initiating corrective or disciplinary actions including terminations.
  • Prepared and discussed yearly performance appraisal, salary recommendations, disciplinary actions and terminations.
  • Cultivate a positive and motivational team environment while enforcing disciplinary actions when necessary.
  • Implemented performance goal setting/disciplinary actions when necessary, and provided incentive/rewards as appropriate.
  • Responded to customer emails, developed internal schedules and enforced disciplinary actions.
  • Administered disciplinary actions and created Performance Improvement Plans for customer service agents.
  • Wrote/administered performance appraisals, corrective disciplinary actions and merit awards for staff.
  • Conducted performance evaluations and executed disciplinary actions as needed to ensure cohesiveness.
  • Exercised confidentiality in implementation of performance corrective plans and disciplinary actions.
  • Developed and administered disciplinary actions based on performance and attendance data.
  • Enforce any disciplinary actions for agent goals/guidelines not being followed.
  • Administer employee disciplinary actions up to and including termination.
  • Assigned duties, administered disciplinary actions and scheduling.
  • Serve disciplinary actions up to and including terminations.
  • Counseled staff and provided disciplinary actions when necessary.
  • Carried out necessary disciplinary actions when needed.
  • Handled disciplinary actions and performance action plans.
  • Perform all disciplinary actions pertaining to associates.
  • Delivered disciplinary actions and conducted employee terminations.

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12. Company Policies

high Demand
Here's how Company Policies is used in Call Center Supervisor jobs:
  • Ensured productivity exceeded current sales goals in accordance with company policies and in adherence with company specific purchasing material.
  • Monitored and evaluated calls to observe employee demeanor, technical accuracy and adherence to company policies and procedures.
  • Ensured that all representatives were in compliance with company guidelines regarding personnel and other company policies.
  • Confirm that all company policies were disseminated accurately and timely to all personnel within the company.
  • Monitored call center representatives for proper phone etiquette and compliance with company policies and procedures.
  • Participated in the implantation of quality and procedures to ensure conformity to company policies.
  • Ensured customer satisfaction by monitoring staff compliance with company policies and procedures.
  • Monitored productivity and performance effectiveness of staff ensuring conformity to company policies.
  • Managed the learning environment utilizing creative techniques within established company policies.
  • Identified violations of program and company policies and instituted disciplinary procedures.
  • Delivered and implemented company policies and procedures to reservations agents.
  • Authored and implemented department procedures to support company policies.
  • Created, maintained and enforced departmental/company policies and guidelines.
  • Developed company policies presentations and trained customer services representative.
  • Trained staff on company policies and operational procedure.
  • Monitor adherence to company policies and procedures.
  • Maintain and enforce department/company policies and guidelines.
  • Ensured employees are met sales goals and adhering to training protocols as well as adhering to company policies and procedures.
  • Observe representatives' demeanor, technical accuracy, productivity, and conformity to company policies using the Observation Guide.
  • Uphold company policies, guidelines and procedures, and training agents on those policies, guidelines and procedures.

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13. Corrective Action

high Demand
Here's how Corrective Action is used in Call Center Supervisor jobs:
  • Practiced conflict resolution skill, administered corrective actions to employees as needed and participated in executive morale implementation for company success.
  • Utilized communication skills to effectively counsel and establish corrective action plans to develop all associates to reach company standards.
  • Perform all supervisory duties including staff selection, coaching/mentoring, corrective action, termination and pay status change recommendations.
  • Monitor and manage data collection in order to ensure visibility of process for immediate corrective action.
  • Optimized organization and documentation to enforce policies, deliver corrective action, and complete required activities.
  • Monitor daily call center performance and directs/monitors corrective action plans as needed to optimize performance.
  • Analyzed and documented employee performance and recommended salary increases or administered corrective action as appropriate.
  • Monitored and reported on the daily performance of subordinates and suggested corrective action when necessary.
  • Evaluated subordinate job performance and conformance to procedures, and applied appropriate corrective action.
  • Created procedural and corrective action documentation and implemented a more efficient hiring process.
  • Addressed customer dissatisfaction and analyzed causes to define a corrective action strategy.
  • Identify opportunities to issue merits/corrective action based on employee objectives and assessment.
  • Managed Payroll for direct reports and administered Corrective Action when necessary.
  • Monitored attendance, performance, and administered corrective action when necessary.
  • Reviewed team attendance and administered written corrective action as needed.
  • Documented inappropriate agent behavior and adhered to corrective action policy.
  • Deliver corrective action and termination of employment notice as applicable.
  • Conducted process reviews to identify variances and initiated corrective actions.
  • Monitored controllable expenses and initiating corrective actions as necessary.
  • Perform HR duties; performance reviews/incentives and disciplinary/corrective actions.

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14. Outbound Calls

high Demand
Here's how Outbound Calls is used in Call Center Supervisor jobs:
  • Conducted monthly observations to ensure team members handled inbound/outbound calls according to company standards.
  • Performed quality control analysis on inbound/outbound calls.
  • Administered Cisco Call Manager, monitored call flow to maximize incoming and outbound calls and minimize customer hold times.
  • Lead a team of 15 customer service representatives in a fast pace call center receiving high volume inbound/outbound calls.
  • Supervised a small sales team making outbound calls to companies nationwide, which generated 1.5 million in sales.
  • Provided world class customer service and collections team support to efficiently handle inbound and outbound calls and calls.
  • Established call center to centralize inbound and outbound calls for multiple clinics in San Antonio, Texas.
  • Supervised 25+ call center reps making outbound calls to follow-up on medical bills and make insurance inquiries.
  • Manage 25 agents that take both inbound and outbound calls from respondents regarding the 2010 Census Questionnaire.
  • Managed hotel call center incoming/outbound calls, providing information, transferring calls or taking messages as necessary.
  • Handled inbound calls from clients and placed outbound calls to dispatch roadside assistance to the client.
  • Manage, and supervise interviewers on the call floor while answering outbound calls and respondent inquiries.
  • Instructed and supervised 50+ representatives on best sales practices used for bilingual inbound and outbound calls.
  • Monitor inbound and outbound calls made by customer service and recruiting personnel on a daily basis.
  • Assessed daily activities and processes; monitored inbound and outbound calls for quality assurance purposes.
  • Conduct outbound calls Contact businesses private individuals by phone Take the customer through the survey process
  • Make outbound calls to verify customer's place of employment, address and any other identifying
  • Placed outbound calls and responded to written communication and emails to resolve employee issues.
  • Trained employees, made random outbound calls to offer additional products to current customers.
  • Monitored employee inbound and outbound calls to ensure proper quality to customers was met.

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15. Staff Members

average Demand
Here's how Staff Members is used in Call Center Supervisor jobs:
  • Tracked and analyzed statistical data of incoming calls to identify trends, and communicated performance to staff members to improve productivity.
  • Supervised and motivated a team of twenty staff members provided technical support and customer service excellence on telephony systems.
  • Prepared and maintained disciplinary and periodic performance reviews after conducting confidential meetings with individual staff members.
  • Streamlined quality assurance process by reviewing audit tools and improving resource availability to staff members.
  • Developed strong organizational and training skills supervising more than 100 temporary staff members.
  • Monitored performance of staff members according to established standards.
  • Verify accuracy of information received by staff members.
  • Evaluated staff members and provided individual feedback.
  • Assisted and advised other staff members in resolving problems and issues that arose within the company and externally as well.
  • Assist / advise staff members in resolving customer issues / complaints * Determine work Schedules to ensure adequate coverage.
  • Trained new student workers and state employees including new undergraduate admissions counselors and other Admissions Office staff members.
  • Cross train staff members who excel in the technical support to handle the additional task of internal collections.
  • Evaluate and adjust monthly performance based on quality, review productivity and coach staff members to improve performance.
  • Coach, develop performance, manage and assist all staff members * Monitor statistics for compliance within guidelines.
  • Collaborated with staff members to plan or develop program of events, schedules of activities, or menus.
  • Manage day to day operation of call center with over 175 staff members in Mason City, IA.
  • Managed a team of 15 staff members, in two distinct roles within the Customer Service Call Centers.
  • Provide training to all new staff members and identify training and development needs of current staff members.
  • Provide assistance to staff members in the areas of suppliers, technical support, and vendor relations.
  • Implement performance standards and provide coaching and performance feedback; conduct performance evaluations for designated staff members.

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16. Direct Reports

average Demand
Here's how Direct Reports is used in Call Center Supervisor jobs:
  • Managed several direct reports including annual performance reviews, monthly quality assurance evaluations & discipline issues as needed.
  • Provide direct reports with clearly defined expectations, assigning work/tasks appropriately and assuring progress toward goals/objectives is made.
  • Supervised 12 direct reports, including performance tracking, development and accountability.
  • Completed and filed all necessary HR recommendations and documentations for direct reports.
  • Conducted performance reviews and prepared annual performance appraisals for all direct reports.
  • Recruited and trained direct reports and presented monthly performance scorecard.
  • Conduct monthly/annual reviews with direct reports per company policy.
  • Administered monthly one-on-ones with direct reports to discuss performance.
  • Developed performance measurements for progression of direct reports.
  • Fostered positive working relationship with direct reports.
  • Conduct performance evaluations of direct reports.
  • Increased responsibilities include manager assignment responsible for 3 Call Centers with associate team size of 320 with 9 supervisory direct reports.
  • Worked with 3 direct reports to track all exceptions, assigned shifts, and call/processing workloads while effectively forecasting call volume.
  • Monitored and evaluated the performance of my direct reports to ensure excellent customer service was always provided to the members.
  • Led team of 30 direct reports to completed 35 projects and improve the quality and efficiency of the operations.
  • Managed direct reports, systems, and projects to achieve unit goals in accordance with company policies and practices.
  • Responded to e-mails from managers in other departments, direct reports, creating documents for policy, and training.
  • Coach and train direct reports to build skill sets for current job responsibilities as well as career development.
  • Manage the duties of all direct reports including floor coordinators, sales representatives, and customer service representatives.
  • Maintain customer files and billing of customer accounts * Supervision/Management of a team consisting of 25 direct reports.

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17. Daily Operations

average Demand
Here's how Daily Operations is used in Call Center Supervisor jobs:
  • Assisted in managing daily operations of the call center including telemarketing, lead generation and customer service activities.
  • Monitored daily operations to ensure adherence to service level standards and company attendance policies.
  • Developed, authored and implemented new policies and procedures to enhance daily operations.
  • Supervised overall daily operations of the underwriting department, including processing and funding.
  • Developed and implemented processes improving the efficiency and effectiveness of daily operations.
  • Analyzed daily operations and individual production to determine employee strengths and weaknesses.
  • Managed daily operations including, scheduling, attendance & payroll discrepancy.
  • Streamlined daily operations through automation to improve efficiency in call center.
  • Developed policies and procedures that produced maximum optimization for daily operations.
  • Manage daily operations of call center activities performing customer-oriented telephone actives.
  • Administered daily operations per policy and procedures per NC regulations.
  • Conduct daily team meetings relaying information for daily operations.
  • Coordinated daily operations with call center management staff.
  • Supervised and monitored staff performance in daily operations.
  • Call center supervisor managed call center daily operations.
  • Performed Telephone Service Center daily operations.
  • Executed daily operations of benefit administration.
  • Managed the daily operations of the call center; monitor real time reporting tools to ensure service level goals are met.
  • Manage the daily operations of a maintenance call center charged with the expeditious restoration of high-speed data circuits for corporate accounts.
  • Hired to manage the daily operations of the department, oversee 20+ agents and assist the department supervisor as needed.

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18. Internet

average Demand
Here's how Internet is used in Call Center Supervisor jobs:
  • Collaborated with credit bureaus, DMV, directory assistance and internet services investigative efforts to obtain current customer information.
  • Produced detailed account reconciliation of billing statements for cable/internet and phone accounts including correcting errors in billing when noted.
  • Developed and implemented internet chat support for customer convenience.
  • Engaged in multiple internet related projects as quality assurance.
  • Supervised level 2 Internet support staff (phone and chat technical support) to meet or exceed company based performance metrics.
  • Supervised and coached forty Customer Service Representatives providing technical and billing support for a cable, phone, and internet provider.
  • Increased profitability by 70% over a two year period with the growth and evolution of advanced cable and internet services.
  • Acquired new customers by calling company generated door to door leads and internet leads to sell fertilizer and weed control services.
  • Direct supervisor of call center employing 300+ employees and supporting over 100, 000 high speed internet and digital voice customers.
  • Recommended that the internet browser be configured with the company's websites on the favorites bar in order to increase traffic.
  • Managed call center staff and ensured that technical issues relative to company's Internet and other services were properly resolved.
  • Provided support to the areas of Processing, Closing, Underwriting, Quality Review, Funding and Internet Lending.
  • Handled over 35 plus calls, Sold cable, internet, and voice services to new and existing customers.
  • Worked with 15+ Inbound Sales agents processing incoming calls from consumers placing orders for satellite TV and internet.
  • Provide great customer service for dish network, high speed internet and other cable providers in the US.
  • Accepted inbound and made outbound calls to leads generated by home shows, the internet and television advertising.
  • Handled all aspects of online banking setup for new customers, software support and website/internet technical support.
  • Ensured each customer service representative was properly trained on the basics of computer networking for the internet.
  • Supervised 15 - 20 Call Center Agents on providing quality customer service for Internet Telephone Service.
  • Diagnosed, troubleshot, and resolved connectivity difficulties experienced by customers trying to access the Internet.

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19. Customer Calls

average Demand
Here's how Customer Calls is used in Call Center Supervisor jobs:
  • Exceeded sales goals for telecommunications products on inbound customer calls and garnered top ratings for customer satisfaction.
  • Reviewed and responded to internal/external customer inquiries and escalated customer calls.
  • Review customer calls to ensure accuracy, professionalism and quality.
  • Handled escalated customer calls that required additional assistance for resolution.
  • Call and monitor customer calls resolving customer issues and relations
  • Monitor and review agent/customer calls for arbitration and professionalism.
  • Assist department representatives with escalated customer calls when needed.
  • Gathered information researches/ resolve inquiries and logs customer calls.
  • Handle escalated irate customer calls from upper management.
  • Handled customer calls escalated to management.
  • Launched a supervisor department to assist over 100 call center representatives with questions on policies and procedures and escalated customer calls.
  • Delivered results that met customer needs, received incoming escalated customer calls and e-mails, reviewed orders, and authorized returns.
  • Managed a 25 person team, developed work schedules, and served as a mediator for escalated customer calls.
  • Increased productivity by 15% when identifying the need to have necessary information to answer the customer calls mainstreamed.
  • Serviced inbound and outbound customer calls with orders, delivery inquiries, and product information on office supplies.
  • Act as the initial management point for issue resolution for escalated customer calls from call center agents.
  • Maintain staff to obtain hold times, insure a timely response to customer calls, and e-mails.
  • Monitored team members, evaluated and reviewed customer calls to assure that customers were being treated fairly.
  • Initiated and/or received customer calls, process orders, ticket purchase, bank information or travel planning
  • Assisted inbound customer calls with the progress of their short sale while going through verification processes.

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20. High Volume

average Demand
Here's how High Volume is used in Call Center Supervisor jobs:
  • Supervised 20 representatives in a high volume, technically demanding customer service environment.
  • Received high volume emergency calls, determined motorist location and dispatched rescue services.
  • Supervised claims representatives in high volume call center environment.
  • Supervised high volume call center of 200+ second and third level technicians, 10% of team promoted to higher levels.
  • Supervised 22 associates taking high volume of incoming calls from Nationwide insureds and agents, answering insurance policy and billing questions.
  • Lead Operations teams to ensure appropriate supervision and training of team members in a high volume inbound call center.
  • Coordinate drivers and clients in a 24 hour-365 day, high volume and fast paced, corporate car service.
  • Answered high volume of incoming call regarding request or inquires of services, product, billing, claims.
  • Answered a high volume of calls in response to a TV Ad for IDT long distance service.
  • Managed work of 80+ subordinates and ensured a high volume of calls at our call center.
  • Managed a team of 15 mortgage loan servicing associates in a high volume production driven environment.
  • Positioned in a high volume call center that allowed me freedom to focus on successful executions.
  • Managed a high volume of food sales and received a top seller of the month award.
  • Prepared daily reservations for high volume call center, averaging over 400 calls answered a day.
  • Supervised a team of 15 sales and service associates in a high volume call center.
  • Directed a 13-person staff of Sales Specialists in a high volume inbound call center environment.
  • Supervised representatives in the Order Entry and Customer Service Departments in high volume call center.
  • Managed a high volume of emailed support tickets and telephone call inquiries for Medicare beneficiaries.
  • Answer high volume of client calls, opening service calls and dispatching to Field Engineers.
  • Managed 15-20 direct reports in high volume call center servicing 21 counties in New Jersey.

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21. Customer Care

average Demand
Here's how Customer Care is used in Call Center Supervisor jobs:
  • Job responsibilities entailed identifying and correcting behaviors relating to telecommunication related inbound calls for customer care and prepaid representatives.
  • Managed day-to-day operational activities within call center environment serving Capital One Bank customer care outsourcing contract.
  • Suggested and Implemented coaching sessions of call monitoring notes for Supervisors and Customer Care Professionals.
  • Participated in the implementation and suggestion of techniques to improve effectiveness of customer care associates.
  • Implemented new rewards programs for customer care professionals who provided exceptional monthly sales/customer service.
  • Provide quality customer care service via telephone and email and sales-force communications.
  • Provided overall supervision of personnel in the Customer Care Department.
  • Provide helpful friendly customer care via telephone communication.
  • Ensured the proper function and utilization of current operating systems to increase profits and sales in the Customer Care Call Center.
  • Promoted to Operations / Quality Assurance position to manage and oversee the processes and the quality for the customer care organization.
  • Developed customer care and loan servicing teammates using Building Solid Relationships (BSR) Coaching Methodology in weekly coaching sessions.
  • Monitored and coached a team of 20 customer care representatives using creative problem solving, critical thinking and motivational techniques.
  • Be familiar with duties of Customer Care Representatives to be able to answer questions and provide assistance when called upon.
  • Award a promotion within 7 months from a Customer Care Representative due to outstanding productivity in sales and customer satisfaction.
  • Created and delivered Performance Improvement Plans in order to achieve Best in Class status within the Customer Care organization.
  • Supervised agents on their inbound calls, ensured they were providing the best customer care support to our customers.
  • Appointed to Tech Support pilot due to number one team placement ranked by performance on Customer Care contract.
  • Awarded prestigious Pinnacle Club and Achiever's Club awards for excellence in customer care and sales support.
  • Manage a team of 32 associates with the goal of ensuring optimal productivity and quality customer care.
  • Supervised 15-25 phone agents providing technical support and customer care for Portables technology line of business.

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22. HR

average Demand
Here's how HR is used in Call Center Supervisor jobs:
  • Enhanced customer's relationship through active resolution of issues involving delinquent customer accounts, including negotiation of payment options.
  • Established strong relationships within departments, identified business opportunities, and enforced strategy and process changes throughout organization.
  • Ensured complete customer satisfaction through delegation of critical issues to appropriate support associates for resolution and follow-up.
  • Perform regular call monitoring through various methods to ensure professionalism, accuracy and appropriate skill usage.
  • Monitored call center operation through call center platform to ensure maximum functionality to adjust where necessary.
  • Transitioned CSR team through implementation of company-wide system conversion, encountering data conversion and billing issues.
  • Train customer service representatives on call control and efficiency through weekly performance reviews and one-on-one meetings.
  • Provided consistent and constructive feedback to employees through performance evaluations and other means of communication.
  • Supervised Directory Assistance operations and assisted in HR functions such as screening, interviewing/hiring.
  • Escalate necessary issues through the proper escalation channels for additional troubleshooting and resolution.
  • Complete HR performance records, ensuring strict adherence to company policies and procedural guidelines
  • Participated in Member/Provider Services competency profile Provider Services Representative from 6/2001 through 7/2002.
  • Increased quality and productivity of support personnel through one-on-one coaching and development.
  • Implemented productivity concepts through operations and conducted extensive training for all personnel.
  • Managed all Enterprise and International accounts through implementation to transition to support.
  • Provided staff development through training, ongoing consultations and annual performance appraisals.
  • Monitored agents' productivity through system statistics in two different software programs.
  • Monitored calls for quality control and productivity through remote monitoring sessions.
  • Developed decision making and client relation skills through immediate agency interaction.
  • Attend monthly national quality calibration sessions for consistency through all markets.

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23. Workforce

average Demand
Here's how Workforce is used in Call Center Supervisor jobs:
  • Participated in staffing activities including workforce management, associate scheduled and unscheduled time off to insure staffing meets core service requirements.
  • Improved customer service and organizational accountability by merging Operation Support and Workforce Management areas into the Service Assurance Team.
  • Reviewed substitute calling system and completed forms ensuring employees were knowledgeable of current workforce practices and administrative processes.
  • Trained/developed new Workforce Managers on call monitoring systems, related policies and procedures, and overall job requirements.
  • Developed and implemented creative coaching and communication techniques to motivate, develop and reward my workforce.
  • Planned and executed workforce management strategies to assure monthly service level agreements were consistently met.
  • Assisted Team Managers with daily staff management functions including attendance tracking and workforce scheduling.
  • Monitor department metrics and adjusts workforce accordingly to support business need.
  • Instructed staff in workforce management techniques to achieve schedule optimization.
  • Monitored Workforce Management for current service levels and forecast.
  • Implemented workforce planning based on forecasting from historical data.
  • Collaborated with workforce management to drive employee productivity.
  • Call Center Supervisor and Workforce Management.
  • Determine workforce requirements and utilization.
  • Worked with staff to develop their maximum potential, provided support and direction in achieving personal growth and development within workforce.
  • Managed agent scheduling, along with workforce management tools and queues, to ensure adherence to attendance and other departmental standards.
  • Provide guidance on a daily basis to program supervisors and center staff on the implementation of workforce development programs.
  • Analyzed trends and emerging strategies to make recommendations relating to workforce capabilities, personnel ceilings, and managing FTE.
  • Interview and hire new team members and Work with workforce management to schedule team accordingly to adequate staffing levels.
  • Introduced training and team building programs that enhanced employee performance and sustained a motivated and enthusiastic Call Center workforce.

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24. Quality Standards

average Demand
Here's how Quality Standards is used in Call Center Supervisor jobs:
  • Collaborate with delegated entities to ensure quality standards and productivity standards are being met and perform annual audit of delegated entity.
  • Acted professionally and patiently when addressing negative customer feedback.met or exceed service and quality standards every review period.
  • Maintained personnel files, administered disciplinary actions while ensuring quality standards within the group.
  • Helped to maintain a positive work environment and monitored to maintain consistent quality standards.
  • Ensured adherence to all industry and quality standards by having accountability for customer satisfaction.
  • Monitor and evaluate calls to ensure established quality standards are adhered to consistently.
  • Ensured productivity exceeded service and quality standards to ensure optimal business success.
  • Direct all day-to-day call-center operations, ensuring compliance with quality standards.
  • Coached/developed direct reports to enhance productivity and quality standards.
  • Ensured productivity met and exceeded quality standards.
  • Meet/exceed productivity and quality standards.
  • Listened to recorded phone calls to effectively determine if the call met quality standards and summarize areas of development for feedback.
  • Call Center Single Point of Contact (SPOC) for Division pilot program for new call quality standards and evaluation procedures.
  • Worked with senior leadership to assure that the call center operated within compliance of company quality standards and within budget.
  • Monitored recorded and live calls and provided feedback and coaching to employees to ensure maximum quality standards were met.
  • Maintained safety, cost and quality standards through interaction with customers, outside vendors, internal departments and employees.
  • Interact daily with agents and complete performance evaluation to ensure productivity meets or exceeds service and quality standards.
  • Supervised the customer service employees to ensure adherence to quality standards, deadlines, and proper procedures:.
  • Completed ongoing training for team members re: quality standards and expectations to continually improve performance.
  • Conducted quality assurance through the monitoring of interaction between staff and callers to ensure quality standards.

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25. Sales Goals

average Demand
Here's how Sales Goals is used in Call Center Supervisor jobs:
  • Developed creative new concepts and sales incentives to successfully encourage my staff to meet and surpass the company's sales goals.
  • Motivated employees to achieve sales goals and personal career goals by creating a fun, friendly work environment and offering incentives.
  • Partner with Sale Manager to develop and lead an effective Inbound Sales team to achieve clearly defined, realistic sales goals.
  • Led team to a position where sales goals were routinely exceeded by a minimum of 5% each month.
  • Recorded minutes of sales meetings, developed sales goals, organized monthly conference calls and assisted customer concerns daily.
  • Moved onto the Registration Department for incoming sales and retention callers meeting or exceeding all retention and sales goals.
  • Coached and trained Sales Associates in achieving and exceeding their daily, monthly, and yearly sales goals.
  • Coach and develop team to meet and exceed monthly sales goals and upgrade metrics on a consistent basis.
  • Accomplished productivity and sales goals by developing and motivating my team to optimal performance based on their strengths.
  • Required to meet sales goals set by company, train new agents, and recruit future employees.
  • Provide feedback on teams to ensure that maximum production sales goals and objectives are met daily.
  • Designed short and long term business plans to exceed company's sales goals and operational objective.
  • Assisted technicians to consistently increase guest retention and service sales and maintain minimum retail sales goals.
  • Exceed sales goals consistently by implementing optimal training and incentives to motivate and drive performance.
  • Track and report on daily sales goals and incentives while also devising strategies for improvement.
  • Managed a team of 15 call center sales representatives that consistently achieved monthly sales goals.
  • Supervised 15 person call center, to meet and exceed sales goals and expectations.
  • Rated in top percentile of reps to achieve sales goals within client's campaigns.
  • Coached sales team of 15 to improve the customer experience and meet sales goals.
  • Created and maintained recognition and rewards programs to achieve targeted service and sales goals.

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26. Medicare

average Demand
Here's how Medicare is used in Call Center Supervisor jobs:
  • Educated and counseled Institutional providers on billing and Medicare crossover information as a secondary payer.
  • Supervised and supported customer service representatives answering calls for 1-800 Medicare.
  • Provided oversight of grievance coordinators and monitored Medicare complaints.
  • Supervised 18 Medicare trained customer service representatives.
  • Provide estimates for Medicare covered services.
  • Managed a team of 20 bilingual customer service representatives to assist senior citizens with their Medicare benefits with United Health Care.
  • Experience with Supervising call center floor for Medicare assisted a team of 15 call/reps mostly claims agents for Medicare part A/B.
  • Led and supervised bilingual representatives in Medicare call center to assure productivity, quality, and timeliness of work.
  • Lead a team of 26 individuals through daily activities on the Medicare contract in an environment of constant change.
  • Trained teams on various levels of Medicare knowledge to ensure that they were current on all processes and procedures.
  • Managed more than thirty (30) agents in the Retiree Markets unit (Medicare advantage plan).
  • Handled incoming calls regarding Medicare enrollment plans and transferring to licensed advocates to provide quote id's.
  • Served as a Call Center Supervisor, representing Blue Cross Blue Shield's Medicare Prescription Drug Plans.
  • Trained to answer calls regarding Medicare, enrolled beneficiaries in Medicare HMO and Medicare Part D plans.
  • Worked with outside departments such as OptumRX and Medicare Coordination of Benefits to resolve any member issues.
  • Participated in hiring campaign, resulting in the staffing of new 90 person Medicare telephone unit.
  • Supervised a team of 10 Tier 1 representatives for Medicare toll free service center.
  • Handled Medicare COB inquires for the entire country and prepared compliance outreach materials.
  • Provide a clear understanding to the beneficiaries about their Medicare benefits and policies.
  • Worked with Medicare Part D on PHI and HIPPA guidelines for client records.

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27. Performance Reports

average Demand
Here's how Performance Reports is used in Call Center Supervisor jobs:
  • Provide department performance reports and implement procedures to improve challenged areas to ensure contractual service agreements are achieved.
  • Produced monthly call center activity and performance reports and conducted presentation of reports to Directors.
  • Provided call center performance reports and implemented procedures to enhance the reservation process.
  • Presented weekly and monthly performance reports for upper management utilizing Crystal Reports.
  • Keep management informed on issues and problems Prepare monthly/annual results and performance reports
  • Analyze and organize daily performance reports related to statistical data.
  • Performed quality checks, developed and reviewed performance reports.
  • Provided call center performance reports and implemented procedures.
  • Compile and maintain operational and performance reports.
  • Prepare monthly/annual reports and performance reports.
  • Established and implemented departmental performance reports.
  • Prepared bi-weekly results and performance reports
  • Generated weekly agent performance reports.
  • Prepared monthly/annual results performance reports.
  • Developed and reviewed performance reports, and implemented measures to improve performance levels to meet call center service level objectives.
  • Provided call center performance reports and initiates and implement procedures to improve the reservation process and comply with contract.
  • Monitor daily log out and agent performance reports for compliance of agency policies; document infractions.
  • Prepare daily team productivity, time allocation, and individual performance reports for senior branch management.
  • Prepared daily performance reports from various Call Centers and other functional areas to senior management.
  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.

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28. Daily Activities

average Demand
Here's how Daily Activities is used in Call Center Supervisor jobs:
  • Directed daily activities for 50-person call center to resolve issues related to domestic and international baggage operations.
  • Managed and directed daily activities of 17 call center phone agents ensuring optimal productivity.
  • Supervised, developed and assisted daily activities of customer service representatives.
  • Supervised/Supported Campus Based Call Center and support staff and daily activities.
  • Monitored the daily activities utilizing various call management systems.
  • Monitored the daily activities of 30 customer service representatives.
  • Coordinated the daily activities of Dispatchers and Surveillance Operators
  • Supervised the daily activities of the Health Plan Enrollment agents including reviewing and approving employee work products and analyzing group workloads.
  • Managed and directed the daily activities of call center agents, trained and guided call center agents to execute their tasks.
  • Give routine information on requests and keep an update on daily activities to provide callers and doctors with current information.
  • Manage incoming and outgoing customer service calls and the representatives taking those calls by tracking daily activities and KPI's.
  • Oversee the daily activities of team lead(s) and provide one-on-one coaching, employee reviews and pay raises.
  • Supervised daily activities of a team of 40 representatives responsible for passenger check-in, ticketing, and gate operations.
  • Oversee central scheduling staff's daily activities, maintain scheduling guidelines and coordinate procedures with front office medical staff.
  • Demonstrated strong verbal and written communication skills in daily activities with team members, peers and senior management.
  • Coordinated daily activities or the Call Center to ensure that shifts are adequately staffed to meet department needs.
  • Monitor daily activities of associates to ensure desired productivity, quality, and all departmental objectives are met.
  • Supervised daily activities of call center associates, while ensuring prioritization of our high emergency call volume.
  • Coordinate the daily activities of the Call Center staff to provide effective emergency road service to members.
  • Call Center Supervisor job entails organizing and directing the daily activities concerned to the call center operation.

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29. Performance Management

average Demand
Here's how Performance Management is used in Call Center Supervisor jobs:
  • Tracked employee production and accuracy results and input into performance management system; delivered and explained weekly progress statistics to individuals.
  • Offered operational excellence through feedback, corrective action planning, performance management, daily/monthly reports, & open communication.
  • Streamlined performance management by developing, launching, and administering employee and supervisor weekly score card and recognition program.
  • Administered performance management by diagnosing improvement opportunities, providing effective feedback, training, & corrective action plans.
  • Provided feedback regarding operations which includes performance management, goal setting, and policy and company procedure.
  • Reviewed individual production, work quality, performance management and initiating corrective action as needed.
  • Utilize performance management information to supervise, coordinate and schedule activities of customer care agents.
  • Maintained individual employee files to track performance and administered appropriate performance management steps when required.
  • Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
  • Implemented performance management standards and expectations; improving overall department performance.
  • Administer performance management by diagnosing improvement, providing effective feedback.
  • Trained subordinates and held them accountable through Performance Management.
  • Worked with a team of supervisors to develop and set in place monthly performance management goals and reviews for agents.
  • Supervised a team of 11 direct reports through interviewing, hiring, performance management, training and employee development.
  • Increased member retention rates by 68% through effective agent coaching, feedback, and performance management.
  • Implemented performance management standards and expectations, improving overall department performance by more than 15%.
  • Monitor real time performance management, communications, and discipline as shared with Call Center Management.
  • Developed agents through ongoing coaching, goal setting, performance management and refresher training.
  • Developed and set in place monthly performance management goals and reviews for agents.
  • Apply the principles of performance management and goal setting consistently with team members.

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30. Csrs

low Demand
Here's how Csrs is used in Call Center Supervisor jobs:
  • Recruited, hired and trained all new CSRS hires.
  • Monitored and evaluated the individual performance of assigned Customer Service Representative (CSRs) through direct observation and phone monitoring.
  • Promoted a positive work environment by establishing rapport and initiating relationships with CSRs and colleagues.
  • Assisted in developing training curriculum and processes for assessing CSR knowledge, in addition to identifying training needs for all CSRs.
  • Monitored the performance of Customer Service Representatives (CSRs) and provided feedback and education to staff to improve performance.
  • Supervised 20 CSRs to develop and coach them to assure productivity, quality, attendance, and timeliness of work.
  • Recruited, hired, and supervised CSRs that handled customer billing and policy change calls for all operating states.
  • Managed a team of more than 30 CSRs during overnight hours as the only member of management on duty.
  • Assist to manage and be available to provide guidance and answer questions for the CSRs on an as-needed basis.
  • Coordinated ongoing training for CSRs, as well as maintained and administered the training process for new employees.
  • Awarded by VP for recognizing a work-flow process that adversely affected Average Handle Time goals of the CSRs.
  • Develop and implement performance measurements for CSRs; lead and contribute to multiple projects; address customer complaints.
  • Established performance objectives and identified key performance objectives for the overall call center and CSRs.
  • Interview, hire, train, coach, motivate & operationally develop 23 Residential CSRs.
  • Monitor calls/provide feedback and coaching to uphold quality standards for team of approximately 20 CSRs.
  • Trained CSRs in CBMS, call center techniques, and Medicaid and CHP+ eligibility requirements.
  • Composed and delivered monthly, annual, and as needed performance reviews with CSRs.
  • Trained CSRs on soft skills and how to properly handle each call they take.
  • Coached and trained CSRs to assist them in meeting quality goals and client expectations.
  • Managed trained, and mentored an average of 25 new CSRs per year.

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31. QA

low Demand
Here's how QA is used in Call Center Supervisor jobs:
  • Attended monthly calibrations with Quality and Supervisors to ensure QA initiatives were communicated effectively to team members.
  • Administered key performance indicator such as agent QA score Quality Assurance Process Management.
  • Provided daily management and supervision of 35 Call Center Representatives, Claims and Total Quality Assurance (TQA) Auditors.
  • Complete Quality Audits (QA) to ensure that we are meeting client expectations as front line for our customers.
  • Maintain Team QA average above 97%, Adherence average above 95%, Absenteeism average less than 6%
  • Team was number one in the enterprise among the metrics AHT, QA, Adherence, absenteeism and sales.
  • Worked with team lead agents, representatives, upper/ account managers and QA agents in weekly monitoring calibration sessions.
  • Perform weekly QA monitoring; conduct monthly one on one coaching and development sessions, and provide constructive feedback.
  • Created and implemented spread sheet report for QA agents to use for their daily reports when monitoring CSR agents.
  • Supervised QA reps and monitor sales agents, verification agents, and customer service agents for quality.
  • Provided a QA function for call center hardware and software while proposing solutions for technology needs.
  • Maintained one the site's best QA and KDM performances through effective coaching and positive leadership.
  • Assisted in improving call handling by implementing soft skills training for agents and QA monitoring.
  • Be responsible for talk times, transfer rates, service level, productivity and QA.
  • Established and maintained a QA audit programs which increased candidates positive experience by 40%.
  • Worked with QA to ensure real-time feedback is provided to agents regarding their performance.
  • Leaded team of 20 agents to the highest QA scoring team in the facility.
  • Reviewed agent's calls for QA (Quality Assurance) accuracy and performance.
  • Achieved KPI goals in calls answered, abandon rate, and QA score.
  • Created Call Back Team s QA audit forms for calls and account files.

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32. Performance Goals

low Demand
Here's how Performance Goals is used in Call Center Supervisor jobs:
  • Provided coaching and development instruction by motivating and mentoring assigned representatives in attaining individual performance goals through evaluations/feedback.
  • Develop and implement procedures and guidelines that support performance goals related to customer service and process improvement.
  • Ensured departmental standards regarding courtesy and productivity are maintained while consistently meeting performance goals.
  • Developed performance goals/objectives and established a metric driven department.
  • Ensured team consistently exceeded performance goals.
  • Achieved 100% of call performance goals for accuracy, speed, volume, resolution of issues, and customer satisfaction.
  • Maintain and meet call contact center performance goals for customer satisfaction, quality, productivity and key performance metrics established.
  • Analyze performance, create development plans, and provide feedback to ensure employee achieve or exceed monthly performance goals.
  • Managed and developed teams of inbound customer service professionals to achieve call center and team performance goals and objectives.
  • Trained, developed and motivated agents to exceed set performance goals daily, weekly, monthly and quarterly.
  • Facilitated call listening sessions with the client, improving quality, minimizing errors and attaining performance goals.
  • Train, coach, review and record agent activities to meet performance goals on a daily/weekly/monthly basis.
  • Tracked, monitored and coached team members to ensure individual and team performance goals were achieved.
  • Assisted in managing 150 agents and 7 team leads to meet or exceed company performance goals.
  • Set up performance goals to meet targets in regard to efficiency levels and quality assurance standards.
  • Train agents and peers on best practices and company strategies to achieve set performance goals.
  • Meet or exceed individual performance goals which contribute to the overall goals of the department.
  • Develop daily and monthly reports to senior management, in order to measure performance goals.
  • Motivate, coach and counsel representatives on their performance and mutually set performance goals.
  • Motivated and guided team members to maximize their potential and exceed performance goals.

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33. Special Projects

low Demand
Here's how Special Projects is used in Call Center Supervisor jobs:
  • Managed a team of sales personnel for a third party administrator Property/Casualty Insurance Monitored calls for Quality Assurance Lead special projects.
  • Participated in special projects to continuously improve processes, tools, systems, and organizational effectiveness.
  • Maintained communication with management regarding developments and performed special projects as required or requested.
  • Supported special projects for processing and system improvements.
  • Managed office systems access, system issue resolution, report creation, work scheduling, office functions, and special projects.
  • Supervised and trained staff, ensuring adequate skills necessary, resulting in work assignments and special projects completed accurately and on-time.
  • Worked on special projects, including coordinating with doctors and the pharmacy, and creation of reports and databases.
  • Worked on special projects for senior leadership that required some travel and additional time outside of call center management.
  • Work directly with Customer Call Center Manager and Customer Services' management, as needed, on special projects/assignments.
  • Provide support to depot technicians to assure daily repair center TAT goals are met as well as special projects.
  • Performed work on special projects involving research, compiling and analyzing data, determining approach, and preparing reports.
  • Managed the night shift and had approximately 7-15 direct reports, some being temporary associates for special projects.
  • Serve on special projects and management teams for the purpose of streamlining operations for productivity and quality concerns.
  • Hand chosen by CEO to complete special projects and to handle the elite clientele.
  • Work on special projects assigned by my manager on a monthly or weekly basis.
  • Attend meetings and conference calls as required, Special projects as assigned.
  • Volunteered for special projects to publish immediate customer response and reward programs.
  • Worked on special projects that assisted in other departments when needed.
  • Completed multiple special projects due to client referral for positive experience.
  • Trained new hires and assisted District Manager with special projects.

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34. CMS

low Demand
Here's how CMS is used in Call Center Supervisor jobs:
  • Execute quality assurance within defined targets with following CMS guidelines and internal processes.
  • Facilitated and delivered training as required under CMS departmental guidelines.
  • Facilitated mandatory refresher training per CMS contract guidelines.
  • Maintained a current understanding of the CMS/Health Insurance Marketplace standard operating procedures, processes and Program policies as provided during training.
  • Managed the Call Center as part of the management team, management of the CMS system on a daily basis.
  • Monitored the Call Management System (CMS) to evaluate employee performance in achieving an 80% departmental service level.
  • Relay all pertinent information from all levels of upper management as well as CMS in a timely, professional manner.
  • Completed special projects as requested such as: Department Standard Operating Procedures updates in congruence with CMS policy changes.
  • Helped with CMS and making sure the daily was completed as well as all attendance trackers and schedule viewers.
  • Traveled to sites/ RV's to supervise reps outside, assuring that all were complying with CMS regulations.
  • Served as a liaison for the site to assist CMS in redesigning an enhanced quality chart and scorecard.
  • Lead a team of 15 inbound customer service agents on a federal project for the department of CMS.
  • Performed computer operations on Native and CMS B1000 mainframes, data communications, and watts line problem analysis.
  • Compiled daily, weekly, monthly, quarterly and yearly performance metrics (RTA, CMS Supervisor).
  • Facilitate and assist with side by side observation monitor coaching's for CMS and TQS site visits.
  • Monitored call volumes and gated calls using skill-based routing using CMS and EON software.
  • Direct contact with CMS to ensure compliance & updates to process procedural updates.
  • Manage 25 direct reports in BCC/CMS inbound call center that handles Medicare inquiries.
  • Provided PBM with instructions on how to comply with plan and CMS standards.
  • Provided leadership and guidance in all processing activities to CCO/CMS Contract Staff.

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35. Ensure Compliance

low Demand
Here's how Ensure Compliance is used in Call Center Supervisor jobs:
  • Performed complex qualitative and quantitative analysis of testing and provisioning groups to ensure compliance with best practices.
  • Lead by example and provide effective day-to-day coaching to all employees to ensure compliance of productivity/performance initiatives.
  • Determined the eligibility of new NJ Family Care applicants to ensure compliance with contractual requirements.
  • Reviewed applications to ensure compliance with appropriate multiple state licensing guidelines.
  • Facilitated group training sessions to ensure compliance with Federal banking regulations.
  • Tracked, analyzed, and documented 8 performance objectives for each subordinate to ensure compliance with the corporate performance objective requirements.
  • Assisted Operations Manager with mentoring other Supervisors to ensure compliance of all policies and procedures needed to run a successful team.
  • Conduct call screening to ensure compliance with policies and procedures and to identify areas for improvement with the team.
  • Conducted employee observations and coaching as needed to ensure compliance to company policy and effectiveness of job duties.
  • Managed the operational functions of the call center and ensure compliance with all legal and policies requirements.
  • Conduct 1x1 coaching sessions with agents to discuss weekly KPI goals and ensure compliance to quality expectations.
  • Resolved escalated customer service calls and managed the complaint tracker portal to ensure compliance with CFPB.
  • Performed internal audits to ensure compliance was met for federal, investor, and servicing guidelines.
  • Conduct regular audits of departmental procedures and systems to ensure compliance with policies and standards.
  • Monitored system performance and initiated corrective measures to ensure compliance to all volume goals.
  • Conduct monthly monitoring of agents to ensure compliance of all applicable policies and procedures.
  • Conducted staff training to ensure compliance with call center operations, policies and procedures.
  • Led the audit of sales teams to ensure compliance with SEC regulations.
  • Communicate approved policies and procedures to Associates and ensure compliance.
  • Perform coaching as needed to ensure compliance and customer satisfaction.

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36. Staff Performance

low Demand
Here's how Staff Performance is used in Call Center Supervisor jobs:
  • Prepared individual and departmental statistical reports for reviewing and evaluating staff performance, staffing requirements and measuring departmental performance metrics.
  • Evaluated staff performance to develop strategies and processes for maximum efficiency, quality and customer satisfaction.
  • Measure call center statistics to adequately adjust and enhance customer service staff performance.
  • Monitored and assess staff performance and administer timely interim and annual performance reviews.
  • Monitored staff performance and the daily application of organizational policies and procedures.
  • Assessed staff performance and made recommendations on promotions and recognition.
  • Evaluated staff performance and coached individuals as needed
  • Performed staff performance reviews and disciplinary actions.
  • Directed and supervised staff performance.
  • Handled staff performance reviews, scheduling, product training, escalated calls, and liaison to the accounting office.
  • Monitored staff performance and provided feedback in comparison to team/individual goals as it relates to company goals.
  • Ensured staff performance, quality, productivity and attendance standards were achieved, posted statistics as appropriate.
  • Performed weekly coaching and mentoring sessions to ensure staff performance were meeting goals of the department.
  • Managed all aspects of staff performance including staffing development, performance appraisals and motivation of employees.
  • Monitored random calls to improve quality, minimize errors and track call center staff performance.
  • Provided written analysis of staff's practical skills as well as annual staff performance reviews.
  • Monitored call volume statistics, evaluated staff performance, interviewed and hired for department staff.
  • Develop, mentor and coach staff to ensure excellent staff performance and customer service.
  • Make annual and semiannual staff performance evaluations and ranking for the possible salary increase.
  • Take part in mentoring and coaching activities designed to maximize staff performance.

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37. Avaya

low Demand
Here's how Avaya is used in Call Center Supervisor jobs:
  • Used AVAYA and ASPECT software to monitor call and agent activity.
  • Monitored associate and client telephone interactions using Avaya call tracking CentrerVu service observe.
  • Utilized Power Point, Excel, Word Publisher, Outlook, Avaya phone systems as well as Web-based systems.
  • Monitor and create reports using Avaya, CC Pulse and RTA to manage call and web chat queue.
  • Developed and monitored systems for production oversight using SQL, Avaya, and Microsoft programs.
  • Answer the phone calls on Avaya Aura Agent Desktop phone system and schedule appointments.
  • Used reports generated from Avaya phone line software to monitor progress and coach team.
  • Manage Avaya system in order to provide real time radiography of the department.
  • Analyzed call queues through Avaya program to control forecasting and call volume management.
  • Implemented Avaya phone system, improving call flows and increasing agent close rates.
  • Lead Implementation team to deploy Avaya telephony solution at various Frontier locations.
  • Managed call routing for the Avaya platform including weekly change control.
  • Generate daily employee performance reports via Impact 360 and Avaya.
  • Monitor the site daily by utilizing Avaya and GMT.
  • Elaborated detailed statistics and call reports (Avaya).
  • Maintained Avaya Phone System and ran daily reports.
  • Monitored Avaya phone system to meet service levels.
  • Monitored agent log-in and log-out times through Avaya.
  • Provided comprehensive training in Avaya phone systems.
  • Worked with Rockwell, Oracle, IEX, Avaya, Excel, Word, and PowerPoint.

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38. Training Programs

low Demand
Here's how Training Programs is used in Call Center Supervisor jobs:
  • Initiated training programs as well as provide service improvement recommendations to support the Provider/Member Service Trainer.
  • Establish vendor training programs; efficiency and effectiveness measures.
  • Develop staff training programs and reference manuals
  • Designed and implemented successful training programs for collection agents on client projects for Specialized Card Services and First Data Corp.
  • Created and implemented two training programs (Management Level and Agent Level) for Retention/Sales strategies and techniques.
  • Developed training programs to insure compliance with new versions of existing products as well as latest technology's.
  • Develop monthly training programs with Doctor's to work with call center agents to improve their industry knowledge.
  • Developed and shared best practices across the company, including the new hire and refresher training programs.
  • Developed a means of measuring, and measure, the effectiveness of training programs through testing.
  • Develop and implement the delivery of training programs and employee development opportunities within the Service Center.
  • Implemented training programs that provided representatives with more efficient ways of performing their duties.
  • Created start-up training and online training programs; trained 100 users over 5 months.
  • Designed and implemented training programs for staff, realizing 80% proficiency rating.
  • Develop training programs for staff, and implement customer service policies and procedures.
  • Listened to calls and carried out training programs implemented by the managerial staff.
  • Developed, implemented and monitored training programs for up to 40 employees.
  • Maintained and developed training programs for product diagnostics, installation and repair.
  • Developed and conducted training programs to increase call center production and quality.
  • Identify the needed training programs for new hires and existing staff.
  • Develop and implement formal training programs for call center staff.

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39. Monthly Reports

low Demand
Here's how Monthly Reports is used in Call Center Supervisor jobs:
  • Prepare monthly reports for Management and Customers utilizing Concord NetHealth and summarize results in Microsoft Word.
  • Administer weekly and monthly reports to upper management to help achieve departmental productivity.
  • Generated daily and monthly reports for management team and external customer.
  • Produced monthly reports and tracked work performance for individual Representatives.
  • Provided daily/weekly/monthly reports to project manager and account managers.
  • Produced monthly reports accurately and within deadlines.
  • Provided detailed monthly reports to senior management.
  • Compile quarterly/monthly reports for Traffic Managers.
  • Generated department policies and monthly reports.
  • Create various daily/weekly/monthly reports for distribution to staff- Crystal Reporting: Responsible for 'End of The Month' statistics data reports.
  • Acted as back up to the Branch Manager for monthly reports pertaining to membership and negative accounts for write off.
  • Generate monthly reports detailing call center statistics and provide feedback to associates as well and senior management.
  • Prepared and submitted weekly and monthly reports on teams progress to the managers and to the team.
  • Provided staff with weekly and monthly reports, including team stats, KPI's and goals.
  • Processed and approved time cards, created newsletters and distributed daily, weekly and monthly reports.
  • Submitted weekly and monthly reports: average handle, productivity and sales to management.
  • Prepared daily, weekly and monthly reports on unit, team and associates performance.
  • Prepare monthly reports for the answering service as well as the hospital departments.
  • Process payrolls, weekly/monthly reports, maintain employees' time and attendance.
  • Analyze daily, weekly, and monthly reports for two separate clients.

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40. Medicaid

low Demand
Here's how Medicaid is used in Call Center Supervisor jobs:
  • Developed, reviewed, and interpreted Medicaid/Medicare policies/regulations in accordance to State and Federal guidelines for retirement service packages.
  • Maintained records of physician assignments and compliance to program requirements for youth/adults participating in the Louisiana Medicaid Program.
  • Support PerformRx Medicare Part D and Medicare-Medicaid demonstration lines of business ensuring day-to-day service levels are meet.
  • Provide Medicaid benefit information for verification documents needed to complete M1 renewals or new application.
  • Demonstrate a keen knowledge and understanding of Medicaid eligibility and handling of non-emergency transport services.
  • Directed training programs to ensure staff was adequately trained and exhibited effective Medicaid knowledge.
  • Provided departmental leadership in assigned functional areas for Medicare/Medicaid call center representatives.
  • Managed the trip assignment process to contracted transportation providers for Medicaid recipients.
  • Build and develop relationships to assist coordinate transportation for Medicaid/Medicare patients.
  • Facilitated compliance program for Medicare, Medicaid, and private insurance reimbursement
  • Provide direction and guidance to associates in Medicare and Medicaid regulations.
  • Skilled in Florida Marketplace and Texas Marketplace/ Medicaid member service calls.
  • Train new Representatives in departmental functions including Medicaid and Medicare marketing.
  • Verify dental insurance and medicaid insurances.
  • Assisted with implementation of project, assisting over 2 million Pennsylvanians on the Medicaid program choose a health plan and physician.
  • Explained how to use testing equipment, helped file claims for patients to Medicaid, Medicare and private insurance companies.
  • Developed/Coached CSR's on how to be efficient/effective way to insure consumer Medicaid renewal packet were received and processed.
  • Deployed best practice approach for clients who have applied for state benefits, food stamps, and Medicaid.
  • Managed a team of 20 representatives answering inbound support calls for Centers for Medicare & Medicaid Services.
  • Assisted in implementing a new State Medicaid program (HARP) within the NYMC Call Center project.

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41. ACD

low Demand
Here's how ACD is used in Call Center Supervisor jobs:
  • Monitored/analyzed ACD results and made recommendations to improve process, while maintaining the operating budget.
  • Coordinated the operations of telecommunications technology as well as maintained ACD and telecommunications equipment.
  • Performed staffing and scheduling functions and monitored real-time ACD activities/traffic.
  • Reviewed call reports to drive consistency and effective call handling, developed individual and team goals based on ACD Reports.
  • Assisted department manager in maintaining telephone system, including the Automated Call Distribution (ACD) System and automated messages.
  • Supervised 22-25 direct reports in a strong union environment for a 250-seat incoming and outgoing ACD monitored call center.
  • Monitored ACD system utilization to ensure performance standards are met according to accuracy, staffing, and wait time.
  • Tracked and complied with Automatic Call Distribution (ACD) metric goals, maintenance, and upgrades.
  • Supervised the ACD system to ensure optimal call routing and efficient customer service in all areas.
  • Developed technical skills involving Call Center ACD Phone Systems as well as above average PC technology.
  • Supervised between 28 - 40 ACD Customer Service Representatives in an Inbound /Outbound service environment.
  • Assume quality levels and reaching the first places in the global position of the ACD.
  • Managed ACD and Call Routing, call center forecasting Monitored calls for quality assurance purpose.
  • Monitored ACD stats, summarizing and reporting trends, volumes and metrics to senior management.
  • Managed an ACD inbound call center, consisting of 7 direct reports and 86 representatives.
  • Monitor ACD, VRU, Email reports daily to ensure servicing goals are met.
  • Performed ACD duties, including adjusting scheduling, monitoring calls in queue, etc.
  • Monitored and analyzed telephone volume to maximize efficiency through use of the ACD system.
  • Provided supervision to an ACD group, operational guidance, and trained unit staff.
  • Reported on ACD (Automated Call Distribution) activity utilizing the Navigator Software.

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42. Process Improvement

low Demand
Here's how Process Improvement is used in Call Center Supervisor jobs:
  • Conduct ongoing analyses and assessments of operational performance for continuous process improvements, improved efficiency, and improved customer satisfaction.
  • Resolved issues and developed continual process improvements to minimize escalating problems and provide solutions to management.
  • Created statistical spreadsheets, identified process improvement needs, and relayed solutions to upper management.
  • Developed process improvement procedures and trained call center staff how to recognize additional revenue opportunities.
  • Traveled within subsidiary locations managing the installation and roll-out of detailed process improvement projects.
  • Assisted the process improvement redesign to ensure optimal work performance and higher customer satisfaction.
  • Identified opportunities where process improvements or information management may increase team's efficiency.
  • Provide timely feedback on performance to management and discuss process improvements if needed.
  • Conduct regular meetings to identify best practices and develop process improvements.
  • Assisted key departments on process improvements for attendance and quality revisions.
  • Identified and analyzed performance trends, recommended and implemented process improvements.
  • Identified risk/ process improvements and make sound recommendation to management.
  • Recommend and implemented process improvements for Customer Services Call Center.
  • Provided accurate reporting and recommended opportunities for process improvement.
  • Identify account opportunities as needed and create process improvements.
  • Identified opportunities for process improvement and potential root causes.
  • Improved overall customer experience by identifying process improvement opportunities.
  • Identified and implemented opportunities for business process improvements.
  • Welcome environment which encouraged continual process improvements.
  • Implemented process improvements to decrease queue carry-over.

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43. Customer Information

low Demand
Here's how Customer Information is used in Call Center Supervisor jobs:
  • Managed a team of Executive Service Representatives that received all customer escalations within the Customer Information Center.
  • Input customer information in Excel spreadsheet Communicated effectively with customers to guarantee accuracy of account information.
  • Handled customer transactions, filed customer information, and solved all problems efficiently and effectively.
  • Utilize multiple complex systems to accurately document and research customer information.
  • Generated federally funded modifications by collecting and analyzing customer information.
  • Resolved issues and updated customer information using incident tracking program.
  • Assisted with software enhancements for customer information system database.
  • Typed customer information into computer software programs.
  • Activated cards, reissued, updated customer information, sent to other departments correctly and professionally.
  • Maintained all call logs, customer information and making changes to all databases.
  • Enter new and existing customer information into system, as well updating.
  • Enhanced the centralized filing system to save time in retrieving customer information.
  • Obtained customer information and offered renewals on current health plans.
  • Processed orders, updated customer information to the system.
  • Update and change customer information on computer system.
  • supervised call center staff receiving incoming calls and processing customer information.
  • Handle inbound calls and provide one-call resolution to problems reported Performed data entry services for the company in regards to customer information
  • Maintain and updated customer information as necessary.Calmly attempts to resolve and de-escalate any issues.Escalates calls to supervisor when necessary and appropriate.

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44. Schedule Adherence

low Demand
Here's how Schedule Adherence is used in Call Center Supervisor jobs:
  • Coached/Developed coordinators to balance their time appropriately which allowed the customer service representatives to adhere to schedule adherence targets.
  • Ensured quality, productivity and schedule adherence requirements were met.
  • Managed and ensured agent schedule adherence.
  • Created a new tracking system to better measure staff time off the phone which had an immediate improvement in schedule adherence.
  • Supervised, trained and established work schedules and procedures for team stats, quality assurance and schedule adherence.
  • Provide daily/weekly feedback to sales agent regarding quality scores, AHT, and schedule adherence.
  • Assure CSR'S follow schedule adherence to maintain a goal of 90% or higher.
  • Maintain call statistics reporting and schedule adherence to ensure service levels are being met.
  • Generated daily report for agent schedule adherence, call quality, and overall productivity.
  • Monitor average handle time, quality, and schedule adherence of sales agents.
  • Execute cost control and continuously monitor real time service levels and schedule adherence.
  • Supervised, trained, monitored productivity and schedule adherence of call center agents.
  • Introduced employee incentives that increased schedule adherence from 80% to 87%.
  • Prepared daily, weekly and monthly call volume and schedule adherence reports.
  • Managed schedule adherence and prepare corrective action feedback to agents.
  • Managed daily phone coverage, schedule adherence, and attendance.
  • Managed attendance, schedule adherence and performance issues.
  • Increased attendance rates and schedule adherence among employees.
  • Track agents schedule adherence to keep down absenteeism.
  • Monitored work schedules to ensure schedule adherence.

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45. Performance Standards

low Demand
Here's how Performance Standards is used in Call Center Supervisor jobs:
  • Mentored and coached talent by utilizing side-by-side coaching and remote call monitoring to ensure representatives achieved and exceeded established performance standards.
  • Created performance standards and maintained effective evaluation processes to ensure Call Center Associate performance objectives were met.
  • Obtained targeted performance standards and escalated calls requiring supervisor and manager's attention.
  • Initiated process improvements to improve customer satisfaction and improve performance standards.
  • Monitor calls/activities as necessary to ensure performance standards are met.
  • Managed performance standards/statistics to all levels of associates.
  • Established and implemented measurable performance standards and goals.
  • Ensured associates met required performance standards.
  • Implement and communicate performance standards.
  • Administered integration of the teams for new product lines; including establishing agent performance standards and call quality requirements.
  • Supervised the training, development and assessment of assigned staff to ensure a motivated team was meeting performance standards.
  • Schedule work assignments of subordinates to assure adequate telephone coverage to meet the established Average Wait Time performance standards.
  • Monitored associates to ensure compliance with performance standards, call center procedures and policies, and appropriate staffing levels.
  • Insure implementation of call center policies, operations and performance standards were understood and followed by agents.
  • Establish goals and objectives for the Eligibility Unit to insure compliance with state and corporate performance standards.
  • Analyze and monitor daily phone productivity to ensure compliance with Time Warner cable performance standards.
  • Monitor employee performance standards and facilitated ongoing training to ensure quality standards are met.
  • Monitored and graded call quality based on the performance standards implemented by the client.
  • Trained and mentored a team of agents to meet and exceed all performance standards.
  • Developed, recommended, implemented and monitored goals, objectives, and performance standards.

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46. Problem Resolution

low Demand
Here's how Problem Resolution is used in Call Center Supervisor jobs:
  • Applied exceptional customer service and problem resolution skills to engage and calm difficult or problematic customers.
  • Supervised approximately 20 employees to provide timely and appropriate telephone caller referral and problem resolution.
  • Handled escalated calls, Customer retention Located resources for problem resolution and designed best-option solutions.
  • Assisted in training and issuing departmental updates to ensure excellent customer service and problem resolution.
  • Provide motivation and immediate support including problem resolution regarding a survey and/or the respondent.
  • Assisted representatives with problem resolution, methods and procedures, and resolved customer escalations.
  • Provided detailed documentation and training aids to assist in timely problem resolution.
  • Identified and researched service level risks for problem resolution and management notifications.
  • Analyzed and responded to problem resolution calls to rectify challenging customer issues.
  • Performed second tier problem resolution.
  • Followed up with clients upon notification of problem resolution to ensure the situation as been resolved to the customer's satisfaction.
  • Supervised a call center for customer appointment scheduling, medical records retrieval and reports, and customer problem resolution.
  • Directed Call Center Associates in responding to members and providers regarding benefits, eligibility, claims and problem resolution.
  • Serve as primary contact for problem resolution and information gathering regarding questions, complaints and employee assignments.
  • Co-Managed a team of senior associates focusing on coverage issues, case management and problem resolution.
  • Mentored and coached 22 CSR's that handled problem resolution, order entry and research/response.
  • Handled problem resolution calls and resolves customer issues or escalate them to the appropriate level.
  • Assisted local offices in customer and technical problem resolution as it related to customer service.
  • Tracked and recorded agents off-phone activities (emails, training, problem resolution).
  • Utilize strong coaching skills to handle escalated servicing issues and ensuring problem resolution.

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47. Powerpoint

low Demand
Here's how Powerpoint is used in Call Center Supervisor jobs:
  • Facilitated training of maintenance administrators by developing PowerPoint materials.
  • Prepared and presented PowerPoint presentations to University leadership.
  • Presented a PowerPoint presentation to owners and upper management that resulted in obtaining the corporate What Brand Are You.
  • Create excel spreadsheets, PowerPoint slides, bullets for the Call Center Manager for meetings.
  • Used Word, Excel, PowerPoint and Outlook to track and document member solutions.
  • Facilitated updates and rollout to associates and management via informal meeting and PowerPoint presentations.
  • Prepared weekly PowerPoint presentations for outliers.
  • Conducted training for new hires and construct visuals (i.e Powerpoints) for comprehension.
  • Prepared and presented monthly, quarterly and yearly client business reviews using MSPowerPoint.
  • Documented all actions using Microsoft Word, Exel and powerpoint to demonstrate effectiveness of call center.

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48. Abandonment Rate

low Demand
Here's how Abandonment Rate is used in Call Center Supervisor jobs:
  • Analyzed call center abandonment rates and developed protocols for improvement.
  • Reported weekly to upper management reasoning for the weekly numbers on AHT (average handle time) and abandonment rate.
  • Developed and analyzed the standards for service delivery (ASA, Abandonment Rate, Rep Expectations).
  • Tracked inbound calls, instruct agents of the call count, wait time, and abandonment rate.
  • Monitor call volume, service level, abandonment rate, make staffing adjustments per business need.
  • Manage employee resources to achieve an abandonment rate of less than 5% on average.
  • Managed call abandonment rate to 3%; adjusted staffing as appropriate according to volume.
  • Monitored agents to ensure inbound calls, calls waiting, abandonment rate, etc.
  • Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Monitored telephone queue to ensure staff maintained less than 5 percent abandonment rate.
  • Create daily/monthly work schedules designed to cut the Call Center's Abandonment Rate.
  • Monitored queue for inbound calls, wait times, and abandonment rates.
  • Monitored service level, tracked inbound calls, and abandonment rate.
  • Improved call abandonment rate from 33% to 5%.
  • Monitored queue and tracked inbound calls to keep agents aware of inbound calls, calls waiting, and call abandonment rate.
  • Lead team of 15 representatives to 0% Abandonment rate, while teaching them importance of team building and multi-tasking.

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49. Performance Feedback

low Demand
Here's how Performance Feedback is used in Call Center Supervisor jobs:
  • Developed staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans
  • Communicated clear performance objectives to agents and provided continual performance feedback regarding their productivity.
  • Identified employee developmental needs and competencies by providing daily performance feedback.
  • Provided employees with regular performance feedback and ongoing skill development opportunities.
  • Conducted periodic performance feedback reviews and coordinate and administer employee evaluations.
  • Deliver all manner of performance feedback including difficult messages.
  • Developed monthly monitoring and performance feedback forms.
  • Conduct performance evaluations and provide performance feedback.
  • Administer Quality monitoring, Performance feedback and Coaching to all employees while managing governance to a very strict attendance policy.
  • CALL CENTER QUALITY ANALYST 3 yrs Reviewed agent calls to provide performance feedback and recommendations to training unit.
  • Conducted weekly and monthly one on one performance feedback sessions by reviewing customer surveys and monitored calls.
  • Provide statistical and performance feedback and coaching on a regular basis to each team member.
  • Performed coaching, motivation, monitoring, performance feedback, and technical assistance.
  • Provided performance feedback on a monthly, quarterly, and yearly basis.
  • Provide accurate, specific, timely performance feedback for customer service reps.
  • Conduct weekly one-on-one meetings with agents to provide performance feedback and coaching.
  • Tracked quality assurance, issuing performance feedback, and guidance for improvement.
  • Provided monthly and annual performance feedback for each employee.
  • Provide performance feedback through side by side coaching.
  • Provided staff with regular and consistent performance feedback.

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50. Telephone Calls

low Demand
Here's how Telephone Calls is used in Call Center Supervisor jobs:
  • Supervised and provided feedback to 14 employees regarding performance levels by monitoring telephone calls and analyzing statistical reports.
  • Received and referred visitors and telephone calls while accurately maintaining updated documents for quick reference.
  • Obtained client information by answering telephone calls; interviewed clients and verified information.
  • Responded to supervisory or other priority telephone calls courteously and professionally.
  • Received frequent telephone calls bank-wide, face-to-face appointments and walk-in customers.
  • Represented numerous clients to customers in telephone calls and e-mail communications.
  • Manage the daily activities of a team who place and receive telephone calls with the intent of updating overall company information.
  • Assisted customer and employees with telephone calls, answers questions about products and services, resoling problems beyond CSR levels.
  • Cooperated with Quality Assurance to monitor telephone calls and chats from customers and coached the employee for improved performance.
  • Supervised a staff of 10 employees who receive approximate 100 telephone calls from patients, vendors & potential clients.
  • Insured inbound telephone calls were answered promptly and effectively while maintaining appropriate hold times and service levels.
  • Relayed or routed written or verbal messages, Placed telephone calls or arranged conference calls as instructed.
  • Respond to telephone calls, email, and trouble tickets for personnel requests for technical support.
  • Supervised CSR's answering telephone calls, responding to consumer questions, and documenting case files.
  • Monitored Call Center Staff Telephone Calls to ensure accuracy and usage of approved scripts.
  • Monitored telephone calls of associates in four units of ten people per unit.
  • Monitor and critique telephone calls and award representatives for positive and outstanding calls.
  • GENERAL FUNCTION: Handles customer telephone calls providing outstanding customer service.
  • Answer telephone calls and assist patients as needed.
  • Receive and log customer telephone calls requesting support Resolve customer issues as able or assign Technical Support resources to address/resolve those issues

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20 Most Common Skill for a Call Center Supervisor

Customer Service40.7%
Supervisor Calls9.2%
Service Levels5.3%
Track Inbound Calls4.1%
Performance Reviews3.7%
Phone Calls3.4%
Data Entry3.1%
Customer Complaints3%

Typical Skill-Sets Required For A Call Center Supervisor

RankSkillPercentage of ResumesPercentage
1
1
Customer Service
Customer Service
30.9%
30.9%
2
2
Supervisor Calls
Supervisor Calls
6.9%
6.9%
3
3
Service Levels
Service Levels
4%
4%
4
4
Track Inbound Calls
Track Inbound Calls
3.1%
3.1%
5
5
Performance Reviews
Performance Reviews
2.8%
2.8%
6
6
Phone Calls
Phone Calls
2.6%
2.6%
7
7
Data Entry
Data Entry
2.3%
2.3%
8
8
Customer Complaints
Customer Complaints
2.3%
2.3%
9
9
Key Performance Indicators
Key Performance Indicators
2.3%
2.3%
10
10
Technical Support
Technical Support
2.1%
2.1%
11
11
Disciplinary Actions
Disciplinary Actions
2.1%
2.1%
12
12
Company Policies
Company Policies
2%
2%
13
13
Corrective Action
Corrective Action
1.9%
1.9%
14
14
Outbound Calls
Outbound Calls
1.8%
1.8%
15
15
Staff Members
Staff Members
1.6%
1.6%
16
16
Direct Reports
Direct Reports
1.5%
1.5%
17
17
Daily Operations
Daily Operations
1.5%
1.5%
18
18
Internet
Internet
1.5%
1.5%
19
19
Customer Calls
Customer Calls
1.4%
1.4%
20
20
High Volume
High Volume
1.2%
1.2%
21
21
Customer Care
Customer Care
1.2%
1.2%
22
22
HR
HR
1.1%
1.1%
23
23
Workforce
Workforce
1.1%
1.1%
24
24
Quality Standards
Quality Standards
1.1%
1.1%
25
25
Sales Goals
Sales Goals
1%
1%
26
26
Medicare
Medicare
1%
1%
27
27
Performance Reports
Performance Reports
1%
1%
28
28
Daily Activities
Daily Activities
0.9%
0.9%
29
29
Performance Management
Performance Management
0.9%
0.9%
30
30
Csrs
Csrs
0.9%
0.9%
31
31
QA
QA
0.9%
0.9%
32
32
Performance Goals
Performance Goals
0.8%
0.8%
33
33
Special Projects
Special Projects
0.8%
0.8%
34
34
CMS
CMS
0.8%
0.8%
35
35
Ensure Compliance
Ensure Compliance
0.8%
0.8%
36
36
Staff Performance
Staff Performance
0.7%
0.7%
37
37
Avaya
Avaya
0.7%
0.7%
38
38
Training Programs
Training Programs
0.7%
0.7%
39
39
Monthly Reports
Monthly Reports
0.7%
0.7%
40
40
Medicaid
Medicaid
0.7%
0.7%
41
41
ACD
ACD
0.7%
0.7%
42
42
Process Improvement
Process Improvement
0.7%
0.7%
43
43
Customer Information
Customer Information
0.7%
0.7%
44
44
Schedule Adherence
Schedule Adherence
0.7%
0.7%
45
45
Performance Standards
Performance Standards
0.6%
0.6%
46
46
Problem Resolution
Problem Resolution
0.6%
0.6%
47
47
Powerpoint
Powerpoint
0.6%
0.6%
48
48
Abandonment Rate
Abandonment Rate
0.6%
0.6%
49
49
Performance Feedback
Performance Feedback
0.6%
0.6%
50
50
Telephone Calls
Telephone Calls
0.6%
0.6%

23,660 Call Center Supervisor Jobs

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