Call Center Supervisor Job at ExecuSource, Richardson, TX

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  • ExecuSource
  • Richardson, TX

Job Description

ExecuSource is seeking a motivated Call Center Supervisor to work with a prestigious home and light commercial servicing company in Richardson, Texas.

Contract-to-hire: This role will convert after 3-5 months

Location: FULLY ONSITE in Richardson, TX

Pay: $50,000-$65,000 per year plus annual bonus opportunity

Benefits: Medical, Dental, Vision, Retirement, and more.

*NEED TO BE AVAILABLE WEEKENDS*

Qualifications:

  • 5+ years in customer service
  • 3+ years call center leading, supervising, managing

Key Responsibilities

  • Ensure Customer Support agents meet or exceed product and service quality standards, as well as key performance indicators (KPIs).
  • Oversee all customer interactions, including service requests, appointment scheduling, cancellations, complaints, and billing inquiries, with professionalism and a focus on one-call resolution.
  • Drive performance in inbound/outbound call handling KPIs, such as customer retention, renewal conversions, booking rate, service levels, and abandonment rates, to meet and exceed company objectives.
  • Optimize workforce scheduling to maximize agent efficiency and productivity.
  • Support human resource functions by participating in hiring, training, performance management, coaching, and policy enforcement, as well as planning and reviewing compensation strategies, including bonus and incentive plans.
  • Conduct annual performance reviews for agents and Team Leads, setting development goals and career growth plans.
  • Address customer service issues proactively and implement corrective actions as needed, in coordination with local center management.
  • Collaborate with operations management to assess service center capacity and respond to local center needs.
  • Maintain up-to-date knowledge of company products, services, and promotions.
  • Work closely with Dispatch Teams to enhance scheduling accuracy and response times.
  • Partner with operational leadership to ensure effective resolution of customer disputes.
  • Analyze and report daily, weekly, and monthly call center performance metrics to drive improvements in team and business performance.
  • Be available 24/7 for emergency situations as needed.
  • Travel may be required.

Job Tags

Contract work, Local area, Work from home, Weekend work,

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