Call Center Supervisor Resume Examples

call center supervisor

  • Receive inbound calls including transferred sales leads and calls from current and potential customers.
  • Place outbound follow-up calls to sales leads and persuade potential customers to complete and submit an application.
  • Answer questions about the product details, the company, and issues with account for the customers.
  • Assist customers with any technical issues experienced with website and escalate any issues to management appropriately.
  • Excellent interpersonal, written, and oral communication skills
  • Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment

call center supervisor

  • Train or instruct employees in job duties or company policies or arrange for training to be provided.Develop prospect lists.
  • Advise managers on organizational policy matters such as equal employment opportunity
  • Prepare and mail checks., and recommend needed changes.
  • Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.

call center supervisor

  • Oversaw the daily operations of a 9 person Call Center Support Team; ensured accurate data collection was maintained, calls handled according to company policy, resolved complaints, managed time and attendance
  • Responsible for training new hires, and providing resources to ensure their success
  • Ensured professional and trusting relationships existed between Field Sales Representatives and Call Center Support Staff
  • Must possess and be able to demonstrate strong influencing and closing skills.

call center supervisor

  • Lead a team of over 18 phone inbound loan agents 
  • Assist in interviewing prospective candidates 
  • Approve & deny time off request relating to PTO, Holiday, Sick Time.
  • Ability to learn and navigate new software quickly

call center supervisor

  • Led more than 200 staff
  • organised schedules and replacement process for standby teams
  • Held debriefs with teams on shifts to align on any issue that were prevalent in the call center and find common solutions.
  • Prepared high level reports and presented to management on weekly and daily basis
  • Assured  staff were giving quality service to customers at all times by doing random listening in and assessment reports shared monthly 
  • Implemented a staff recognition program to reward top performing staff

call center supervisor

  • Responsible for supervising 20 employees over 3 shifts.
  • Negotiate and arrange roadside service for freight companies.
  • Review Claims to approve/deny payment based on eligibility and utilization.
  • Network within existing customers and vendor to find and attract new business.

call center supervisor

  • Supervise staff in company policies and procedures.
  • Completing daily departmental reporting and Month-end established responsibilities.
  • Assist staff with any inquiries they have involving patient issues.
  • Providing guidance on denials, billing inquiries and assisting patients.
  • Handling bad address returned mail and doing a skip trace on insufficient addresses.
  • Documenting and reporting any HIPAA PHI violations to clients.
  • Interviewing, Hiring, and Training new associates.

call center supervisor

  • Supervise the work of office, administrative, or call employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Keep records of customers’ problems and ensure that appropriate changes were made to resolve them.
  • Review warranty policy terms to determine whether a particular loss or issue that occurred is covered by the warranty given.
  • Provide call center employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
  • Discuss job performance problems with call center employees to identify causes and issues and to work on resolving problems.
  • Evaluate call center employees’ job performance and conformance to regulations and recommend appropriate personnel action.

call center supervisor

  • Organizing and controlling the work of Call center.
  • Making the work schedule of the operators.
  • Selection and training of operators.
  • Monitoring of the calls.
  • Rating of the operators work.
  • Confirming feedback with customers-controlling.
  • Revealing frequently asked questions by the customers.

call center supervisor

  • Undertake special projects or administrative procedures assigned by management.
  • Writing down frequently asked questions by the customers.
  • Discovering the problems raised by the operators – finding solutions.
  • Identifying the need for the program functions – presentation of offers.