Call Center Supervisor

Our client is looking to hire a Call Center Supervisor within their Lodging division. This position is in Lexington, KY. In this role, you will lead and manage the daily activities of the Managed Call center Team.

The Call Center Team Lead will assist in managing employee productivity, call volume, trends and conducting adherence and compliance to call policies.

They will also oversee the weekday call center statistics such as abandoned calls, service level, outbound queues and individual metrics to ensure client satisfaction.

You will report directly to the hiring manager and regularly collaborate with team.Schedule is Sunday-Thursday, 2 pm to 11 pm.

Call Center Supervisor Responsibilities :

• Monitoring all interactions that affect client relationships
• New Requests, Extensions, Issues, Modifications and Client Email Distros
• Resolving all client and hotel calls regarding extensions, early departures or changes to a reservation
• Conducting appropriate client communications as needed
• Ensuring clients’ issues are addressed and resolved in a timely and effective manner
• Promoting accuracy and quality in service by spot-checking requests and reservations about client guidelines
• Ensuring staff achieves target metrics by coaching, developing and disciplining
• Collaborating with Supervisors and Director to ensure all staff are appropriately trained
• Participating and / or coordinating projects, workgroups and events
• Assisting with overflow of work as needed
• Monitor workflow

Call Center Supervisor Requirements :

• High School Diploma or GED
• 1+ years of call center or team leadership experience preferred
• Demonstrate ability to teach others, work in a team environment and deliver superior service
• Demonstrate ability to develop, report, interpret and act on key metrics
• Proven problem-solving skills, identifying root causes and solutions through a high level of critical thinking
• Ability to thrive and excel in a fast-paced environment with changing priorities
• Demonstrate a positive can-do attitude, self-motivated and committed to high workplace standards
• Proven effective and professional oral and written communication skills with various audiences
• Excellent interpersonal skills
• Working knowledge of Microsoft Word, Excel, Outlook and the Internet
• Must be extremely detail-oriented and organized
• Experience as a subject matter expert for policies and procedures in the Call Center is preferred
• Takes initiative, demonstrates personal responsibility and ownership and exemplifies what it means to provide the highest level of customer service
2 days ago