Job Information
Sapphire Recruitment, Inc. dba CPS Recruitment Call Center Supervisor in North Syracuse, New York
Call Center SupervisorHOURS: Monday - Friday 8:00am - 5:00pm PAY RANGE: 65-70KCPS Recruitment is partnering with a well-established company in Syracuse, NY to find a Call Center Supervisor to become a vital part of their team!This is a great direct hire opportunity to work with a company that has been in business for over 100 years! This organization is looking for candidates who are driven to motivate their team, with top notch skills and a strong work ethic. They offer outstanding benefits and a path for growth within their organization.What You’ll Do:The Call Center Supervisor will provide leadership, mentoring and coaching to a team of 8-12 Customer Service Representatives while designing recognition plans that motivation and support the team for future development and growth. Staff SupervisionOnboard, train, motivate, monitor, review and supervise employees.Evaluate and train team around call script expectations and standards.Conduct employee reviews, review metrics, and coach on performance opportunities and excellence in service.Create schedules to accommodate workflow.Handle escalation calls and difficult / complex situations.Serve as Supervisor on call in a rotation with other leadership.Quality AssuranceDesign Quality Assurance scoring to align with business objectives.Develop Customer standards, procedures, and service level metrics and goals.Conduct side by side observations and live recorded monitoring through call software.Create and maintain job aids, reference materials and customer touchpoints.Data Collection & AnalysisMaintain accurate quality data collection for call performance documentation.Analyze trend data and compile reports, charts in Excel, and communicate trends to leadership.Recommend call center metrics and identify areas of improvement to drive efficiency.Process Improvement & EfficiencyAnalyze metrics and trends for process improvement and workflow recommendations.Participate in team meetings and take a proactive role in communicating improvements.Recommend new solutions to make processes more efficient.Background Profile:Bachelor’s Degree and 5-7+ years of Customer Service / Call Center experience with at least 2 years in a supervisory or lead capacity.Experience with Omnichannel phone systems, voice, email and chat channels a big plus.Experience with quality assurance and documentation of Best Practices.Knowledge of customer care processes and techniques.Motivated self-starter, detail oriented with excellent time management, organization and decision-making skills.Drive with a can-do attitude.Multi-tasker with an ease of handling multiple projects simultaneously.Collaborative team player with the ability to oversee a fast paced, metrics driven environment.Strong data analysis, business process improvement and quality standards background.Please submit a resume to profhr@cpsrecruiter.com for immediate confidential consideration!CPS Recruitment is an Equal Opportunity Employer#bus123IT24z
Minimum Salary: 65000 Maximum Salary: 70000 Salary Unit: Yearly