Contact Center Team Supervisor

Summary / Position Purpose:

As a Contact Center Team Supervisor, you will be responsible for overseeing a team of contact center agents and coordinating the day-to-day operations in the Customer Service, Call Center Department that is sales growth minded. You will ensure that all team members are providing exceptional service, meeting performance goals, and adhering to company policies and procedures. The role requires strong leadership, problem-solving skills, and the ability to foster a positive team environment.

Essential Duties, Functions and/or Responsibilities:

• Supervise and manage the day-to-day operations of the contact center agent team with and emphasis on growing sales.
• Monitor team performance, conduct regular one-on-one meetings with team members to discuss performance, ensuring that customer interactions are handled professionally.
• Provide feedback and coaching and implement strategies to improve team performance and the ability to write and communicate annual performance appraisals.
• Manage team schedules, attendance, and productivity reporting on specific key metrics.
• Handle escalated customer inquiries and resolve complex issues in a timely and effective manner.
• Collaborate with other departments to ensure alignment with company goals and customer satisfaction metrics.
• Indirectly responsible for product quality.
• Other duties as assigned.

Education and/or Work Experience Requirements:

• High school diploma or GED required
• Associates/Bachelor's degree in business administration, communications related field preferred, but not required.
• Proven Experience (3+ years) in a customer service role, with at least 1 year of experience in a supervisory or leadership role
• Strong communication skills, both verbal and written with the ability to interact with customers and team members.
• Ability to manage and motivate a team in a fast-paced environment.
• Problem-solving skills and a customer-focused mindset.
• Ability to create and maintain reports utilizing MS Office tools. (Excel, Word, PPT)
• Ability to handle multiple tasks and prioritize effectively.
• Experience with customer relationship management (CRM) software a plus.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.