Job Description
As a Call Center Supervisor, you will lead, mentor, and empower a dedicated team of customer service professionals. Working closely with operations management, training, and quality assurance, you will champion day-to-day performance, foster a supportive team environment, and drive continuous improvements that enhance productivity and service quality. In this role, you will act as a trusted subject matter expert for complex escalations, analyze unit metrics to meet service goals, and conduct regular coaching to help each team member excel. The ideal candidate brings analytical thinking, exceptional communication skills, and an empathetic, motivating leadership style. Job Responsibilities: Supervise, mentor, and develop a team of customer service agents through ongoing coaching, monthly evaluations, and constructive feedback. Monitor daily and monthly performance metrics to ensure adherence to quality, accuracy, and operational service level agreements. Act as a subject matter expert to handle escalated customer inquiries, complex case reviews, and process questions. Collaborate with operations management, trainers, and QA to implement continuous workflow enhancements and standard operating procedures. Manage administrative tasks including timesheet approvals, attendance tracking, and onboarding assistance. Qualifications & Skills: Minimum 2 years of supervisory or leadership experience in a call center setting. College degree or equivalent professional work experience. Demonstrated ability to coach, motivate, and develop staff in a fast-paced environment. analytical, problem-solving, and verbal/written communication skills. Proficiency with standard PC systems, office software, and call center applications. Flexibility to work overtime, evenings, and weekend hours as operational needs require.
salary: $31.51 - $31.52 per hour
shift: First
work hours: 8 AM - 5 PM
education: Associate
Responsibilities
Supervise, mentor, and develop a team of customer service agents through ongoing coaching, monthly evaluations, and constructive feedback.
Monitor daily and monthly performance metrics to ensure adherence to quality, accuracy, and operational service level agreements.
Act as a subject matter expert to handle escalated customer inquiries, complex case reviews, and process questions.
Collaborate with operations management, trainers, and QA to implement continuous workflow enhancements and standard operating procedures.
Manage administrative tasks including timesheet approvals, attendance tracking, and onboarding assistance.
Skills
- call center setting
- ability to coach
- motivate, develop staff
Qualifications
- Years of experience: 2 years
- Experience level: Experienced
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
Job Tags
Hourly pay, Permanent employment, Temporary work, Work experience placement, Work at office, Shift work, Weekend work