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The Call Center Supervisor will supervise the day-to-day operations of the call center and its representatives.

ESSENTIAL JOB DUTIES

• • Manage and oversee the Call Center team and assist with the hiring and onboarding of new associates
  • Collaborate with Directors, Customer Service to write and update call center policies and procedures
  • Manage inbound and outbound exhibitor calls
  • Assist Call Center Representatives with investigating and resolving complex queries and concerns; supports with high call volume as needed
  • Train Call Center Representatives on company policies and best practices
  • Coordinate departmental professional development and learning opportunities
  • Provides departmental coaching, performance feedback, and corrective action
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support
  • Collaborate with CSR Supervisors to improve overall levels of customer service
  • Ensure the departmental KPIs for inbound calls, hold times, and call abandonment are consistently met
  • Identify operational issues, set target goals, and recommend improvements
  • Track associate attendance and ensure compliance with company and departmental policies
  • All other duties as assigned

Requirements

• Demonstrate Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusive, and Teamwork
• Ability to perform as a responsible ESOP owner
• Treat all internal and external customers with courtesy and respect, as outlined in our Blue Diamond Customer Service Program
• 3+ years of administrative or customer service experience in a high-volume business environment; supervisory experience a plus
• Possess excellent oral and written communication skills
• Detail-oriented and ability to organize tasks and meet deadlines
• Proficient in Windows and Microsoft Office
• Advanced computer and typing skills
• Advanced proficiency in Excel preferred
• High School Diploma or equivalent required

Shepard is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, color, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, veteran status, or other non-merit factor. All employment decisions are made based on business need, job requirements and individual qualifications, and merit.