Call Center Supervisor
Absolute Airflow is a leading provider of HVAC solutions, dedicated to delivering exceptional service and quality products to our customers.
Job Description :
We are seeking a skilled and experienced Call Center Supervisor to join our team. The Call Center Supervisor will be responsible for overseeing all aspects of our call center operations, ensuring efficiency, productivity, and exceptional customer service.
The ideal candidate will have a strong background in customer service management, excellent communication skills, and a passion for leading and developing a team.
Key Responsibilities :
- Lead and manage the day-to-day operations of the call center, including scheduling, staffing, and performance management.
- Develop and implement strategies to improve call center efficiency and effectiveness, including process improvements and technology enhancements.
- Monitor call center metrics and KPIs to ensure performance goals are met or exceeded.
- Provide leadership, coaching, and development opportunities to call center staff, fostering a positive and supportive work environment.
- Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
- Collaborate with other departments, such as sales, technical support, and dispatch, to ensure seamless coordination and communication.
- Develop and maintain call center policies, procedures, and quality standards.
- Stay informed about industry trends, best practices, and regulatory requirements related to call center operations.
Qualifications :
- Proven 5 years of experience in call center management, preferably in the HVAC or related industry.
- Strong leadership and people management skills, with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, employees, and other stakeholders.
- Proficiency in call center software and technology, with the ability to analyze data and generate reports.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Commitment to delivering exceptional customer service and maintaining high standards of quality.
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