Job Description:
Call Center Supervisor
Location: Aurora, IL
The Call Center Supervisor is responsible for the daily activities of a team of 20+
Trains, coaches and develops agents' skills and performance. Monitors calls, provides frequent feedback, performance counseling’s, and regular performance appraisals. Participates in hiring, issues disciplinary action and terminates (in conjunction with Human Resources).
In addition, this position is responsible for maintaining high quality standards. Measures, tracks and analyzes results to assure attainment of all goals. The Supervisor works with all other departments to resolve any escalated issues to ensure the best possible service to LTD's customer.
This position will report directly to the Call Center Manager.
Qualified candidates for this position will possess:
- HS diploma required; College degree preferred
- Minimum 3 years of customer service management experience as a Supervisory or Manager within a large call center environment is required
- Familiarity with Avaya ACD, Kronos and Impact 360 is helpful
- Must demonstrate leadership quality, ability to lead, manage, motivate and develop a group of individuals
- Excellent oral, listening, written, technical and coaching/feedback skills
- Working knowledge of Microsoft Office required
- Flexible to work extra hours and Saturdays as needed
- Must be able to work a variety of scheduled hours between 7:00 a.m. - 8:30 p.m.
