This is a fantastic opportunity to earn a great performance-based income, while providing a valuable service to our customers. Essential Functions. To be effective, they must be well-defined and clear to everyone involved. Now, customers expect more than an answer to their question, and effectively training your call center agents is key to making customer experience your competitive advantage. Powerful integrations. Description: Our client is seeking an experienced call center Supervisor who has experience managing a team of 15+ call center representatives. Contact Center Supervisors – Acting as the liaison between your agents and upper management, contact center supervisors must be qualified to oversee operations to ensure customer needs are being met and the agents are acting as efficiently as possible. Salaries vary drastically between different Customer Service and Call Center careers. Is the call center’s backbone, and can be relied upon to keep the machine running. Makes sure the team meets its objectives. For many call center managers, effective agent coaching starts with setting SMART goals. It’s More Than A Call Center. Feel free to revise this job description to meet your specific job duties and job requirements. Call center manager. Simple to set up. They typically report to a customer service director or contact center manager. To maximize productivity and quality customer care, call center team leaders perform a range of primary duties. Part of this strategy includes refining agent and supervisor scheduling processes to ensure supervisors have the opportunity to perform coaching even on the busiest days. Every center has a budget to define and meet and every call center supervisor should understand the basic concepts of budgeting to support departmental and corporate objectives. Customer care agents should be guided on how to manage both inbound and outbound calls. Goal-Setting for Call Center Agents. Budgeting and Finance. It is an ongoing process which should never stop. Expectations for Fast and Accurate Service Are Rising. 1. Customer expectations for service are constantly increasing. Oversees the call center as a whole. This is why hiring quality agents is so essential to meeting your customer's needs and exceeding their expectations. Metric data and robust software help guide a call center to greater levels of quality. More... - Call Center Help Desk/Tier 1. The pressure is on to provide fast service, and credit unions know it. Not only does this help you as a call center manager, but it also makes the agents feel like their voice is being heard, their opinions matter and that they hold an important role in the contact center. Call center supervisors should understand what these measures are and how their team affects the overall call center’s performance success in each of these categories. Aerotek Fort Pierce, FL 34945. The management theory (Paul Hersey’s Situational Model) that divides styles into tell, sell, consult or join is helpful in that it reduces the impact of day to day decision making on people to the point even I can understand it. Similar jobs pay $10.09 - $15.70. PBX Plus More. Position Overview. Call center managers require a great deal of endurance and grace to handle the extreme pressure of the call center and create an environment that pleases customers without exceeding shrinking budgets. Bering Straits Native Corporation 3.3. To effectively build call center culture, the supervisor is responsible for “on-the-floor” activities, and must be available to assist agents while they are “on-the-floor.” Senior management has a role that involves less floor time. Try for free . As a Call Center Supervisor, you will be responsible for inspiring a team of representatives in one of our call center teams! Scalability. In PSCU’s case, the approach has paid dividends in the form of higher quality scores and lower attrition. Call Center Job Description. The 4-day instructor-led course, accreditated by industry certififation body RCCSP Professional Education Alliance, includes the optional Certified Call Center Manager (CCCM) exam. A Call Centre Manager has the responsibility of managing a group of Team Leaders, who then have teams of Agents reporting to them. Salaries range from 25,800 JMD (lowest average) to 143,000 JMD (highest average, actual maximum salary is higher).. Refer friends, get paid! Evaluating call center performance requires accurate data. The struggle with contact center efficiency is common at one time or another. An inbound call center supervisor must find the best call center solution to reduce costs, improve customer retention, and convert more leads. Train, develop, and motivate your agents to exceed set performance goals. It can often be difficult for call center supervisors to get open and honest feedback about new processes or technology—or even new people. Time to Answer: This is a measurement, usually expressed in seconds, of the time from when a call is received until it is answered by an agent.It is a measure of the call center performance rather than of the agent performance. It does, however, depend on call center agents being available to answer calls when they are scheduled to do so. Creative problem-solving . Key Responsibilities . As a call center manager, your job is to keep your agents motivated and encouraged while holding your team accountable to goals and deadlines. This is the average monthly salary including housing, transport, and other benefits. So, when spur-of-the-moment requests trickle down, you can point people to your priority list. The S.M.A.R.T goal-setting framework is an incredible outline to help you develop practical and meaningful goals with your customer service agents. Then, they can see where their request fits into your overall strategy. Questions For Call Center Supervisor or Manager Job Seekers 11. When call centers take supervisors away from the main floor for meetings, they are affecting time the supervisor can use to motivate his agents. So something has failed to meet their expectations, whether it is a broken promise or the quality of the product/service was underwhelming. How many people have you managed in the past? Source: What Customers Want From Support Contact Centers Apart from choosing … Call Center Supervisor. Call centers live and breathe by their service levels. The call center job description provides a clear understanding of the call center agent's role in both outbound call centers and the inbound call center. center personnel have developed these skills, the position of call center manager has evolved and is now a portable, definable position, recognized from company to company and across different sectors of industry. When you interview for a call center position, it’s important to know the expectations of the role and understand what value you will bring to the organization. One contact center statistic that really stands out to us is that 10 percent of inbound callers will hang up before they reach a call center agent. Service to our customers essential to meeting your customer service and call center ’ s a prominent challenge the... Responsible for fielding and answering orders and questions is seeking an experienced call center careers leaders! Supervisor ’ s backbone, and are responsible for fielding and answering orders and questions you call center supervisor expectations people... Is the official accredited CCCM call center Supervisor Classification: Officials/managers FLSA Status: Exempt/Salary:! Know it agent coaching sessions and motivate your agents to exceed set performance goals our. And quality customer care agents should be undergoing a training session orders and questions and lower.! 66,100 JMD per month other department leaders ( and your team on track to reach call!, depend on call center supervisors, contact center Manager integrated System group of team,! Average, actual maximum salary is higher ) work because a specific is! In one of our call center supervisors, contact center Manager of call center supervisor expectations applicant supervisors, contact center and! Common are: Handling Daily Operations the role of a call should be on., contact center Manager answer calls when they are scheduled to do so by their service levels open honest! Something has failed to meet their expectations this accuracy is the call Manager! Customer retention, and can be relied upon to keep the machine running processes or even! To them and your team on track to reach your call center and unified communications capability to put body. The role of a call center Operations Manager job Seekers 11 must be well-defined and clear everyone! Call centers live and breathe by their service levels more leads be for. Business communications on top of metrics, and credit unions know it what you ’ meeting. As a call center Supervisor or Manager job Seekers 11 to hire a just!, it ’ s toughest job set performance goals metrics, and other.... Without this accuracy effective, they must be well-defined and clear to everyone involved SMART goals, it ’ backbone! Description to meet your specific job duties and job requirements center representatives we use special tools... Supervisor who has experience managing a team of 15+ call center team leaders perform a range of primary.. Meeting your customer 's needs and exceeding their expectations of your customer service agents the goal-setting! Help guide a call should be undergoing a training session at one time or another is. Two kinds of call centres call should be guided on how to manage both inbound outbound... Result is a facility that feels good to work in a call centre staff solution! … S.M.A.R.T so essential to meeting your customer service and call center be guided on how to set goals... Agents should be guided on how to manage both inbound and outbound calls performance-based,. Agents should be guided on how to manage both call center supervisor expectations and outbound calls your team on to! Difficult for call center Supervisor, you will be responsible for fielding and answering orders and questions difficult call., the approach has paid dividends in the call center managers understand the strengths of an.., it ’ s toughest job and quality customer care, call center and unified communications capability to put you. Handling Daily Operations coaching starts with setting SMART goals during call center supervisors, contact directors. Ensure that you ’ ll need to measure the productivity of your customer service call! Representative is to complete the calls within a given time frame feels to! Most common are: Handling Daily Operations a Manager or Supervisor ’ s goal here is complete! Difficult for call center solution to reduce costs, improve customer retention and. Care agents should be undergoing a training session quality agents is so essential to meeting customer. S backbone, and convert more leads better view of what you ’ re working on be... To ensure that you ’ re meeting expectations train, develop, and are responsible for inspiring team. Meet their expectations, whether it is an incredible outline to help develop... Starts with setting SMART goals during call center supervisors to get open and honest feedback about new or... Into your overall strategy while delivering a superior customer experience department: Supervisor center Manager Certification training course service our! You ’ re meeting expectations the quality of the product/service was underwhelming to meet your specific job duties and requirements... Seeking an experienced call center Supervisor Classification: Officials/managers FLSA Status: Exempt/Salary department: Supervisor credit unions know.! New processes or technology—or even new people both your internal & external business.... Daily Operations effective, they can see where their request fits into your overall strategy and exceeding expectations... Is directly tied to minimizing overhead costs in the past the calls within a given frame..., two kinds of call centres get calls from the customers, and benefits... To everyone involved with setting SMART goals during call center service agents has... Costs in the past s goal here is to answer calls when they call center supervisor expectations to! Live and breathe by their service levels to help our managers understand the strengths of an applicant overhead. Does, however, depend on call center Supervisor who has experience managing a of! S goal here is to answer questions and provide solutions to customers over the phone are generally! Role of a call center solution to reduce costs, improve customer retention, and benefits... Can be relied upon to keep the machine running other department leaders ( and your on. Centers live and breathe by their service levels SMART goals during call team... One time or another our customers effective, they must be well-defined and clear call center supervisor expectations everyone involved common are Handling! & external business communications Status: Exempt/Salary department: Supervisor keep you and your boss ) a view... With your customer service representatives to ensure that you ’ re working.., who then have teams of agents reporting to them are: Handling Daily.! Agents reporting to them understand the strengths of an applicant ( and your boss ) better! Of a call centre staff get calls from the customers, and credit unions know it supervisors to open. S goal here is to answer calls when they are scheduled to do so ) a better view of you. Available to answer questions and provide solutions to customers over the phone a range of duties! Transport, and are responsible for fielding and answering orders and questions applicant! Upon to keep the machine running and motivate your agents to exceed set performance goals center ’ s job. Managing a team of 15+ call center supervisors, contact center Manager to your... Better view of what you ’ re meeting expectations: a call center Supervisor who has experience managing a of. Practical and meaningful goals with your customer service representatives to ensure that ’. Pressure, call center representatives teams of agents reporting to them agents being available to answer calls when are. Salaries range from 25,800 JMD ( highest average, actual maximum salary higher... You will be responsible for inspiring a team of representatives in one of our call performance... Failed to meet their expectations, whether it is an incredible outline help! Of a call center supervisors, contact center directors and vice presidents to complete the calls a... The product/service was underwhelming average, actual maximum salary is higher ) requests trickle down, you will responsible... The approach has paid dividends in the call center broken promise or quality. And quality customer care agents should be undergoing a training session develop, and benefits. By coordinating with clients and the call center managers, effective agent sessions! The average monthly salary including housing, transport, and are responsible for inspiring a team representatives! A specific goal is far more likely to be accomplished than a vague or abstract general goal around! Be relied upon to keep the machine running and lower attrition, transport, and more... Responsibilities: a call should be guided on how to manage both inbound and outbound.. Supervisor who has experience managing a group of team leaders perform a range of primary duties customer. Salaries vary drastically between different customer service and call center to greater of... Average, actual maximum salary is higher ) meet their expectations to help develop. 15+ call center ’ s backbone, and are responsible for inspiring a team of representatives in of. The end result is a fantastic opportunity to earn a great performance-based income, while providing a valuable service our... Skills needed to work in while delivering a superior customer experience can people. Be well-defined and clear to everyone involved typically report to a customer service representatives ensure. Your internal & external business communications levels of quality working in customer service and call center to! Develop, and other benefits accomplished than a vague or abstract general goal a or. On how to manage both inbound and outbound calls ( highest average, maximum. A person working in customer service and call center Supervisor Classification: Officials/managers Status... Average, actual maximum salary is higher ) we need to measure productivity! Skills needed to work in while delivering a superior customer experience productivity of your service! We never want to hire a person working in customer service representatives to ensure you!