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Contact Center Supervisor in Detroit, MI at CLEAResult

Date Posted: 9/7/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Detroit, MI
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/7/2018

Job Description

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Job Description Summary

The Call Center Supervisor is responsible for organizing and directing the daily activities concerning the call center operation. This individual is responsible to manage, train, and guide employee performance and analyze reports. They monitor staffing and work directing with their Manager and Work Force management to control adequate staffing levels. This position requires high-energy, professionalism, excellent written and verbal communication skills, and motivational skills. This position is responsible for positively motivating call center employees, monitoring calls, providing training, creating a team/positive atmosphere, developing sales skills and program knowledge, continually evaluating the performance of assigned employees (this includes reviews), and completing assigned reports and feedback. In addition, this position provides primary support to the Call Center Manager and performs a variety of analytical and administrative tasks.

Job Description

  • Responsible to supervise a team of Customer Service Representatives to include accountability for time and attendance, goal setting and attainment, problem solving, and appropriate disciplinary actions.
  • Responsible to train, coach, and develop assigned CSR's to conclude monitoring presentations, conducting evaluations, follow-up, and corrective counseling as needed.
  • Act as an information source and answer CSR's questions, assign tasks and following up: giving instructions as needed.
  • Assist the Call Center Manager in maintaining a positive, motivating, and high-energy working environment.
  • Ensure the CSR's acquire the appropriate support and training to apply the best skills and knowledge on the job.
  • Use analytical skills to assess successes, failures, issues, obstacles, trends, and other items that affect campaign results.
  • Monitoring attendance and schedule adherence.
  • Practice and ensure compliance with all company policies and procedures.
  • Attend and participate in departmental and company meetings.
  • Follow up and resolve customer complaints and questions.
  • Carrying out performance measurement, monitoring, and evaluation of all CSR's to improve efficiencies.
  • Participate in monitoring of CSR's and providing feedback to the Call Center Manager and Account Management team.
  • Spearhead, oversee, conduct, and attend regularly scheduled monitoring sessions with clients.
  • Work with the Call Center Manager, Work Force Management, Account Management, and/or client(s) to determine the number of CSR's to be assigned to each project.
  • Initial and continual management of the production floor based on project numbers and adjust activities accordingly to maintain efficient use of dialers and staff.
  • Management of queue to include checking calls and sales numbers, maintaining dialer effectiveness and tracking "down" time.
  • Various administrative duties as assigned.


  • BS degree preferred.
  • Two years previous supervisory experience, including employee evaluations, corrective counseling, motivational techniques, employee development and understanding of acceptable Human Resources practices is required.
  • Proven customer service and sales history.
  • Working knowledge of Microsoft Office, Windows and computer proficiency is required.
  • Excellent written and verbal communication skills are required.
  • Excellent organizational and time management skills are required.
  • Ability to make sound decisions and excellent problem solving skills are required
  • Excellent attendance is critical.
  • Knowledge of direct sales processes and procedures preferred.
  • Excellent mathematical and analytical skills are preferred.
  • Must possess outstanding leadership abilities, including the ability to supervise and manage the activities of numerous people.
  • Must possess the ability resolve conflict effectively.

Additional Job Description

Equal Opportunity Employer                       

As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, disability, protected veteran status, sexual orientation or any other protected status. 
 

The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustment to job descriptions and/or job requirements at any time without notice. 

© Copyright 2013 CLEAResult.   All rights reserved.   



As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, disability, protected veteran status, sexual orientation or any other protected status.

The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustment to job descriptions and/or job requirements at any time without notice.

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