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Become A Contact Center Supervisor

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Working As A Contact Center Supervisor

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $52,630

    Average Salary

What Does A Contact Center Supervisor Do At Home Depot

* Supervising, coaching and providing counsel to contact center associates
* Ensuring issues are handled efficiently, accurately and in a timely manner
* Working directly with Managers to achieve all contact center goals and objectives
* Utilizing call routing and staffing applications such as Impact 360, CentreVu, CMS and other tools
* Leading team meetings and ensuring that all team members are adequately informed of policy and procedural changes and provide a forum for associates to provide input to the Management team
* MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
* Supervises associates to ensure calls and transactions are processed in a timely and accurate manner
* Provides coaching to team and resolves issues/needs
* Responsible for the performance goals of their team including service levels, abandon rate, call quality and accuracy as well as adherence to all policies and procedures
* Manages performance (evaluations, corrective action, feedback, coaching, development, etc.) efficiently and effectively
* Assist Associate Support Manager by identifying work procedures, prepare work schedules and expedite workflow
* NATURE AND SCOPE
* Reports to Associate Support Manager
* Accountable for direct supervision of the work activities of others.
* In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates

What Does A Contact Center Supervisor Do At Morris-Jenkins

* Provide daily direction and communication to members so that customer service calls are answered in a timely, efficient, and knowledgeable manner
* Provide continual evaluation of processes and procedures, which includes reviewing Contact Center Representative’s calls and providing evaluations for improvement/development
* Provide statistical and performance feedback/coaching on a weekly basis to each Contact Center Representative reviewing weekly/month goal setting and reviewing monthly scorecards with each member
* Suggestion of methods to improve area operations, efficiency, and service to both internal and external customers
* Address disciplinary and/or performance concerns according to company policy with corrective action, as required
* Provide regularly scheduled one-on-one coaching with Contact Center Representatives
* Planning and organizing pertinent individual and group contact center training
* Establish creative ways to increase team performance
* Must be able to effectively diffuse customer complaints with an acceptable resolution
* All other duties as required by manager

What Does A Contact Center Supervisor Do At Readyone Industries/Ready One

* 1. Coach, develop and motivate of a contact center team by demonstrating leadership and interpersonal skills.
* Directly supervise a team of call center agents.
* Motivate outbound call center agents to reach KPI s as defined.
* Manage all procedures related to the identification, prioritization, and resolution of contact center calls, in addition to the monitoring, tracking, and coordination of Contact Center functions.
* Provide and document performance feedback through side-by-side coaching, scheduled reviews, goal setting and performance management.
* Appropriately address human resource issues, such as attendance and interpersonal conflicts in the workplace; consults Contact Center Manager and/or Human Resources for guidance as needed.
* Drive call quality adherence by observing employee demeanor, quality control, and conformity to client policies.
* Manage service levels based on client contract agreements.
* Participate in the interviewing process and makes hiring recommendations.
* Improve customer satisfaction and call quality by monitoring and providing employee feedback and process enhancements.
* Control cost by managing staff to budgeted headcount and adjusting to volume.
* Utilize reporting to manage improvements in individual and team performance.
* Manage change through effective change management.
* Ensure team effectiveness by providing guidance that fosters team growth and performance.
* Will serve as a primary point of contact for the team s day-to-day operations and application of organizational policies and procedures.
* Champion change by demonstrating a positive attitude when change occurs.
* Handle escalated customer issues as needed.
* Ensure call processes and procedures are properly documented.
* Support and communicate business goals, quality standards, processes and procedures and policies.
* Administer motivational programs that include incentives, contests and team performance programs.
* Perform other duties and responsibilities as required or requested

What Does A Contact Center Supervisor Do At Liberty Mutual

* Actively manages all aspects of performance including employee performance, establishment of objectives, merit process, salary reviews, development, claims career path, progressive discipline and Reliability standards.
* Directs and monitors the day-to-day operations of the Claims Contact Center Customer Service Representatives (CSR's) and Senior Customer Service Representatives (Sr.
* CSR's) in the Claims Contact Centers by establishing priorities, coaching to key performance indicators, assisting in resolving problems in order to meet established service standards, etc.
* Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports.
* Selects, develops and manages a high performance team that supports the Claims Contact Centers.
* Participates in hiring and selection processes for new hires.
* Trains new hires and/or current employees as needed on new claims systems, product rollout, customer satisfaction, etc. to maintain consistency and adherence to established corporate/department policies/procedures/objectives.
* Directly impact the customer's experience and overall business results by providing feedback, coaching, training and managing overall performance to a team of CSR's/Sr.
* CSR's on exceptional service skills and techniques.
* Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports.
* Reviews, investigates, manages and resolves any and all escalated customer and/or agent issues with a sense of urgency, effective communication skills and a solid understanding of state regulations.
* Demonstrates a high level of technical expertise in all aspects of claims capturing and servicing processes.
* Evaluates group needs and introduces continual work flow and process changes as appropriate.
* Conducts Quality Assurance (QA).
* Responsible for pulling and analyzing reports as well as reviewing and evaluating calls that come into the claims contact center.
* Partners with the QA team to identify trends and action plans.
* Performs additional duties as assigned.
* Must be willing and able to work a shift that falls between 12pm
* am, and the office is open 7 days a week (including weekends and some holidays

What Does A Contact Center Supervisor Do At Co-Op Services Credit Union

* Monitoring and reporting of productivity and efficiency, growth and development, motivation and ensuring attendance and quality standards are achieved.
* This position will utilize all available technology and tools to facilitate quality monitoring, scheduling, assessing team performance and assist in ongoing training of call center agents within the team.
* This position is responsible for the successful and efficient operation of the afternoon-early evening shift.
* This team leader will work a weekend day

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Top Skills for A Contact Center Supervisor

USDPerHourhoursProceduresSafetyRegulationsUSHoursMilitaryPersonnelCustomerServiceUSDPerHourContactSupervisorFederalJobVehicleEmergencySituationsFacilityGSGradeResourceTechnicalSupportRDCorrectiveActionEnsureComplianceLogisticsLawEnforcement

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Top Contact Center Supervisor Skills

  1. USD Per Hourhours
  2. Procedures
  3. Safety Regulations
You can check out examples of real life uses of top skills on resumes here:
  • Provide adherence to records management policies and procedures.
  • Followed detailed safety regulations to insure animal health and safety and public health and safety.
  • Interfaced with customer to identify needs, field questions, and facilitate tickets sales to the US army and Military Personnel.
  • Perform customer service by interacting with internal and external clients and assisting in finding resolutions of issues or concerns.
  • Program Salary: $5.50 USD per hour University of Puerto Rico Rio Piedras Campus.

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