Call Center Supervisor

Agency Administrators, Inc
Apr 22, 2018
Apr 23, 2018
Employer Type
Direct Employer
Employment Type
Full Time
Job Description

Position Summary

The Call Center Supervisor is responsible for supervising and coordinating activities of workers providing telephone customer support services by performing the following duties.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

  • Making necessary changes in staffing based on day of week, sales promotions, other anticipated events, and PBX data
  • Monitoring productivity of customer service representatives and generating reports
  • Reviewing PBX data to monitor the customer experience and subordinate statistics
  • Monitoring individual, team, and call center results to identify and act on both positive and negative performance trends to insure attainment of revenue goals and performance targets
  • Monitoring service calls to observe employee demeanor, technical accuracy, and conformity to company policies
  • Answering questions and recommending corrective services to address customer complaints
  • Communicating and following-up to ensure representatives are fully informed of all new information related to products, procedures, customer needs, and company-related issues, changes, or actions
  • Keying information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints
  • Determining work procedures, prepares work schedules, and expedites workflow
  • Studying and standardizing procedures to improve efficiency of subordinates
  • Maintaining positive and productive relations among workers and resolves grievances
  • Preparing composite reports from individual reports by subordinates
  • Directly supervising employees in accordance with the organization's policies and applicable laws
  • Interviewing, hiring, and training employees and planning, assigning, and directing work
  • Appraising performance; rewarding and disciplining employees; addressing complaints and resolve problems
  • Performing other work-related duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

  • Ability to gather and analyze information
  • Ability to manage difficult or emotional customer situations
  • Ability to speak clearly and persuasively in positive or negative situations
  • Ability to build positive team spirit
  • Demonstrated supervisory skills
  • Ability to be consistently at work and on time
  • Ability to perform basic math and to compute rate, ratio, and percent and to draw and interpret bar graphs
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • Knowledge of Excel Spreadsheet software and Microsoft Word Processing software
Company Description Agency Administrators, Inc. is an independent insurance agency management company successfully serving clients throughout Connecticut and several other states. We offer consulting and retail insurance products to individuals and businesses.

Agency Administrators is a proud and passionate company functioning within a relaxed atmosphere. We invest heavily in technology and education to ensure that we have the best tools and knowledge to effectively uphold the company's primary focus Client Satisfaction.