Call Center Shift Supervisor - 3rd Shift (Remote)
About the position Responsibilities
- Provide direction and execute the call center strategy to achieve optimal shift performance.
- Ensure excellent customer service by assisting team leads with process and customer-specific questions.
- Communicate process changes across team leads and call center agents.
- Collaborate with other call center shift supervisors to ensure consistency across shifts.
- Communicate specific work assignments and responsibilities to associates as needed.
- Partner with the Quality Assurance team to deliver on KPI metric objectives including quality, efficiency, and attendance scores.
- Perform live call monitoring to ensure quality of calls and provide performance feedback.
- Responsible for overall succession planning and development of the call center shift assigned.
- Assist with the training, coaching, and development of new team leaders and agents.
- Review shift KPI reports to monitor shift performance and communicate report summaries to upper management.
- Ensure shift is properly staffed by working closely with the Workforce Manager to create schedules.
- Monitor daily call volume and historical staffing to determine dynamic staffing considerations.
- Ensure legal compliance through strict adherence to policies and procedures.
- Be available to handle escalation of issues that might arise on shift.
Requirements
- High school Diploma
- 3+ years management experience is preferred.
- 3+ years customer service experience in a call center or retail environment is required.
- Prior experience in resolving customer complaints and complex customer issues remotely.
- Experience administering training and performance management of a team. Nice-to-haves
- Bachelors degree in related field
- Excellent written and oral communication skills.
- Excellent analytical skills.
- Excellent customer service skills.
- Ability to use call recording and quality assurance software.
- Basic computer skills, including Flexnity Office (Excel, Word, PowerPoint, Outlook) & related programs.