Job # 1002331, Call Center Supervisor

Title: Call Center Supervisor
Location: Sterling Heights, Michigan
Expires on: 8/3/2018
Reports to: Customer Service Manager


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Summary

Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center agents in performing their duties. Provides support, reports & resolves problems and complaints. Monitors agents & contact center performance, and analyzes reports. Helps developing schedules to ensure adequate staffing levels.

Job Duties

  • Supervises plans and manages functions related to Call Center work area. Oversees and directs the day-to-day activities of call center agents.

  • Acts as a source of information and answers call center agents questions, assigns tasks, follows up and gives instructions as necessary.

  • Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all agents.

  • Attends, follows up, & resolves customer complaints.

  • Ensures call center agents understand and comply with all call center objectives, performance standards, and policies.

  • Carries out performance monitoring, measurement and evaluation of all agents to improve efficiency.

  • Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.

  • Compiles and maintains lists of key and on-call schedules & personnel, and ensures all lists are available to operators for use as required.

  • Prepares and directs scheduling, monitors operators’ attendance, schedules shifts & breaks as necessary.

  • Performs other similar or related duties, as assigned, such as updating databases, coordinating activities related to ordering supplies, etc.

  • Routine contacts with immediate associates.

  • Frequent contact with employees in other departments for the exchange of information.

  • Works with other supervisors and management team members to maximize customer satisfaction.

Supervisory Responsibility

Gives work direction to:

  • 1 Team Leader

  • 18 to 20 Call Center Agents


Requirements

  • Bachelor's degree in Business Administration or related field preferred.

  • Five years customer service experience with at least two years in a supervisory experience leading teams (Call Center environment preferred).

  • Excellent communication, leadership, and interpersonal skills.

  • Exceptional verbal and written and communication skills.

  • Good knowledge of commonly used word documents, spreadsheets, and database software packages.

GFL Environmental is an equal opportunity employer and encourages applications from all qualified individuals. We thank you for your interest. Only those selected for an interview will be contacted.

QUESTIONS?

If you would like to learn more about this position, please email your questions to GFL Human Resources.


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