Call Center Supervisor
Lit Fiber, LLC
- Brownsville, TX
- Permanent
- Full-time
- Lead the team to meet and exceed customer expectations regarding customer service and sales.
- Provide backup support to the team and make sure team goals are met.
- Monitor call volume; prioritize and distribute workload for the team.
- Track and measure individual and team goals throughout the day and on a long term basis.
- Provide motivational support to team members to maintain high morale and productivity.
- Answer incoming calls, emails and web-based submissions, directing and assisting customers as needed.
- Manages not only inbound call volume but outbound sales calls while working in partnership with the Sales Supervisor to hit our monthly sales goals.
- Conduct performance reviews, deliver coaching to the team so they perform at the highest levels.
- Facilitating meetings with supervisors in other markets to create a cohesive cross market strategy in alignment with the direction of the Director of Sales and Customer Experience
- Provide weekly QA and coaching to each team member.
- Managing employee performance, including conducting performance evaluations and providing feedback to employees.
- Managing work schedules and overtime hours for the team, making sure that all shifts are covered.
- Conducting training sessions to help employees improve their skills and learn new processes.
- Reviewing incoming calls or chats to determine how best to respond to customer inquiries.
- Scheduling meetings to discuss issues or concerns with customers or other departments within the company.
- Monitoring call activity to identify opportunities for improvement or resolve problems in real time.
- Identifying opportunities for cost savings by reducing unnecessary expenses or increasing efficiency in operations.
- Implementing new training programs as needed to support department goals.
- Responsible for hiring and developing new customer care representatives who are a great fit for our culture.
- Facilitate the success of the team by setting a direction, establishing goals, and conducting meetings to ensure the success and alignment of the team.
- Engage with the General Manager, Regional Vice President, and CMO by offering timely communication, accurate forecasting which includes early, mid-month and final reporting, and overall strategic direction of the team.
- Track overall call KPI's to budget on a monthly and quarterly basis.
- Additional responsibilities as required for new market development which may include: set-up of call center, monitoring experience center buildout, take initial calls, marketing support and attending events.
- At least 3 years of experience in a call center environment
- Strong understanding of call center metrics and KPIs
- Excellent communication and interpersonal skills
- Bilingual in English and Spanish in BTX Market
- Proven ability to lead and motivate a team towards KPIs and targets
- Strong problem-solving and analytical skills
- Ability to handle stress and manage conflict effectively
- Excellent time management and organizational skills
- Demonstrated commitment to customer service and satisfaction
- High integrity and service minded focus to team members and customers.