Experienced Call Center Supervisor/Manager in Greensboro, NC at Advanced Personnel Resources

Date Posted: 7/14/2020

Job Snapshot

Job Description

Advanced Personnel Resources is looking for a skilled call center manager to supervise daily operations. An excellent call center manager must be an organized, reliable and results-driven professional. Must have at least 3 years experience as a supervisor, team lead, or manager in a call center.

Job Duties

  • Develop objectives for the call center’s day-to-day activities
  • Oversee scheduling, management and development of call center employees
  • Collect and analyze call-center statistics
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management
  • Support a high volume of inbound calls with a commitment to delivery exceptional customer service and problem resolution
  • Apply procedures and policies to accurately research and respond to calls received
  • Utilize sound judgement to make appropriate determinations for resolutions needed and escalates as appropriate
  • Build relationships with key stakeholders

Skills

  • Knowledge of performance evaluation, customer service metrics, and reporting procedures
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • Ability to multitask and prioritize
  • Ability to remain calm in stressful situations (fast paced environment)
  • Highly collaborative; with the ability to professionally interact with all levels of the organization

Job Requirements

  • Proven experience as call center manager or similar position (minimum of 3 years in leadership position required)
  • Bachelors degree preferred
  • Proficient in MS Office and call center equipment/software programs
  • Salesforce experience a plus