Job Description

At OneTouch Direct , we pride ourselves on being a premier provider of contact center solutions for renowned Fortune 500 companies. We are currently searching for a highly skilled Call Center Supervisor to join our dedicated team. If you are driven, passionate about customer service, and possess excellent leadership qualities, this is an opportunity for you!

As a Call Center Supervisor, your role will be pivotal in ensuring our agents excel in delivering superior service and achieving performance excellence. You will oversee daily operations within the call center and work closely with management to implement effective strategies that enhance customer experience and operational efficiency.

Key Responsibilities:

• Lead, mentor, and inspire a team of call center agents to achieve and exceed performance metrics.
• Monitor and coach team members on best practices, call handling techniques, and customer service skills.
• Conduct performance evaluations and provide constructive feedback to facilitate professional development.
• Analyze operational data and generate reports that inform decision-making and identify areas for improvement.
• Collaborate with other departments to align goals and integrate customer feedback into service improvement initiatives.
• Ensure compliance with all company policies, procedural guidelines, and customer service standards.

Requirements

• Minimum of 2-years of total call center experience or 1-year of  call center management experience
• Exceptional interpersonal & communication skills
• Strong supervisory experience including staff development
• Demonstrated ability to drive sales through the actions of others
• Superior knowledge of call center tools and technology used to manage KPIs and SLAs
• Proven leader with advanced time management, planning, organizational and multitasking skills
• Ability to work in a professional, fast-paced environment

If you're ready to join a dynamic team that strives for excellence and values its employees, apply now and be a part of OneTouch Direct!

Benefits

• A management team that cares
• Consistent growth over the past 10 years
• Excellent compensation & benefits package
• High energy work environment
• Family oriented culture
• Referral Bonuses
• Paid time off (PTO)
• Health Benefits

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