**Overview:** Incumbent will be responsible for coaching,
developing and preparing call center representatives to respond to
customer questions and complaints.
**Key Duties & Responsibilities:** The Call Center Supervisors
responsibilities include, but are not limited to:
Ensuring agents understand and comply with all call center
objectives, performance standards, and policies.
Answering agent questions regarding best practices or difficult
Identifying operational issues and suggesting possible
Monitoring and evaluating agent performance, providing learning
or coaching opportunities, and taking corrective action, if
Working with other supervisors and management team members to
support agents and maximize customer satisfaction.
Two or more years call center, customer service, or supervisory
Proficiency with technology, especially computers, software
applications, and phone systems.
Excellent problem solving, leadership, and customer service
Experience within a retail organization a plus
College degree is a plus
**Skills & Abilities:**
Exceptional verbal and written communication skills.
Ability to coach, train, and motivate employees and evaluate
Analytical, efficient, and thorough.
Ability to remain calm and courteous under pressure and navigate
tense situations, especially during busy hours.
Work is performed on-site in a call center environment.