Call Center Supervisor

Call Center Supervisor

 

Location: NY-Binghamton

Job Description: Job Title: Call Center Supervisor

Reports to: Customer Care Manager

Status: Full-time, hourly Non-except

Pay: $22.00 ' $28.00 per hour (commensurate with experience).

Summary

The Remote Call Center Supervisor is responsible for the daily supervision, coaching, development, and performance management of a team of geographically dispersed Call Center Agents. This role ensures the team meets and exceeds performance metrics, adheres to quality standards, and maintains high morale, all while operating in a remote environment. The Supervisor serves as the primary point of contact for field agents, providing necessary support and resource management to ensure operational success.

Key Responsibilities

Leadership & Performance Management

+ Remote/Office Team Oversight: Manage and lead a team of remote/Office Call Center Agents, fostering a cohesive and high-performing team culture despite physical distance.

+ Performance Monitoring: Utilize call center technology (WFM, QM, CRM) to monitor agent productivity, adherence to schedules, and key performance indicators (KPIs) such as AHT, FCR, QA scores, and customer satisfaction (CSAT).

+ Coaching & Development: Conduct regular one-on-one coaching sessions, utilizing remote monitoring tools and call recordings, to provide constructive feedback and implement tailored development plans.

+ Goal Achievement: Motivate the team to consistently achieve individual and team-based operational and quality targets.

Operations & Quality Assurance

+ Quality Monitoring: Perform frequent remote quality assurance (QA) checks on agent calls, chats, and emails to ensure compliance with company policies, regulatory guidelines, and service quality standards.

+ Real-Time Support: Act as the first point of escalation for complex customer issues, providing timely resolution and guidance to agents.

+ Process Improvement: Identify trends and issues impacting agent performance or customer experience and collaborate with management to recommend and implement process or training improvements.

+ Resource Management: Ensure all remote agents have the necessary equipment, access, and resources to perform their duties effectively.

+ Communication: Conduct regular virtual team meetings to communicate company updates, discuss performance, and reinforce training.