Call Center Supervisor

Job Opportunity: Call Center Supervisor *IN-OFFICE ROLE / MUST BE LOCAL TO CHARLOTTESVILLE, VA*

We have been in business for over 100 years, are locally owned, and have an outstanding reputation! If you are an experienced Call Center Supervisor, with the ability to lead by example and understand how to motivate and manage other team members - we want you to join our team!

What can WE do for YOU?

• Provide stability
• A culture focused on our employees
• Opportunity for job growth within the company
• A "fun-based" management team

Benefits:

• 100% covered Healthcare for employee
• 401k with company match up to 6%
• Paid holidays
• Paid Time Off
• Long Term Disability
• Birthday off with pay
• Growth Opportunities
• Training Reimbursement
• Flexible schedule with full-time or part-time options
• In-office role, with the potential for an occasional hybrid work setting
• Pay of $21-25 per hour

Qualifications of the Call Center Supervisor:

• Minimum 3 years of call center management experience, is required.
• Monitoring the performance of staff, reviewing recorded calls, and advise them on how to increase success.
• Ability to lead by example and show employees how their contributions matter to the company’s success.
• Ability to guide your team to provide unparalleled customer satisfaction.
• Be detail-oriented and a highly organized multi-tasker, with the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
• Be proficient using a computer and Microsoft Office applications (Excel, Word & PowerPoint); to include a minimum of intermediate Excel skills.

Requirements of the Call Center Supervisor:

• Oversee the daily operations of the call center and employees.
• Ensure a quality customer experience.
• Evaluate staff effectiveness and conduct performance reviews annually, or on an at-need basis.
• Participate in training.
• Lead team meetings.
• Review call recordings to ensure accurate classifications.
• Review calls to ensure Customer Service Representatives and Dispatch Service Representatives are following scripts.
• Outbound call management.
• Coaching and training of Customer Service Representatives.
• Lead and train staff on the best ways to convert calls into booked service appointments.
• Develop monthly, quarterly, and annual call center goals.

All qualified candidates will receive consideration for employment without regard to, and will not be discriminated against based on, race, gender, veteran status, disability, or other protected category. We are an equal-opportunity employer. Pre-employment background check is required to be considered for this position.