Call Center Supervisor Job at Cooperative Services Center, Wake Forest, NC

RTV1TEdzQjFLUDlYbkRTT3JYaGZBSzFabFE9PQ==
  • Cooperative Services Center
  • Wake Forest, NC

Job Description

Summary:

The Cooperative Services Center (CSC) supports all call center functions for Wake Electric Membership Cooperative. In this role, the Call Center Supervisor provides leadership and support to call center staff while motivating the team to deliver efficient, accurate, and timely service. This position partners closely with Customer Service leadership to identify and implement opportunities for continuous improvement. This role requires a high level of professionalism and confidentiality, fostering trust through open communication and strong collaborative relationships both within and outside of the Customer Service Department.

Principal Duties and/or Requirements:

This position oversees all aspects of performance and development for direct reports. Primary duties include handling escalated and complex customer service issues; conducting annual performance reviews; maintaining accurate documentation of employee performance; and driving ongoing training and workflow improvements.
The role leads regular (weekly) meetings with assigned staff to provide instruction, support development, monitor progress, and deliver coaching as needed. The supervisor ensures adherence to all Company and Department procedures and collaborates with the Service Support Advisor on call monitoring and quality assurance initiatives.
Additional responsibilities include managing call center queues through effective scheduling, as well as tracking, analyzing, and reporting on key call center metrics. This position must also demonstrate a strong understanding of rate schedules, with the ability to accurately calculate and clearly explain them to both members and employees.

Requirements

 
  • Must be PC literate; MSOffice skills (Word, Excel, PowerPoint) with strong Excel skills
  • Excellent telephone presence, interpersonal skills, and ability to communicate effectively
  • 2 years+ of call center supervisory experience
  • Strong organizational/time management skills and multi-tasking abilities
  • Detail-oriented; flexible and creative
  • Excellent data entry, typing and computer skills
  • Demonstrated ability to lead teams in a challenging, fluid and fast paced environment
  • Ability to work well under pressure, consistently meet deadlines with minimal direction
  • Internet capabilities when working from home is needed

* Successful candidate will be required to pass a background check and drug test.
Cooperative Services Center is an Equal Opportunity Employer including Veterans/Disabilities

Job Tags

Full time, Work from home, Flexible hours

Similar Jobs

Department of Motor Vehicles

Investigator Job at Department of Motor Vehicles

 ...This position is located at the Orange Investigations Office in Orange. This is a Peace Officer...  ...involving Department of Justice, Federal Bureau of Investigations, Department of...  ...as required. Applicants must pass a background investigation, and psychological and medical... 

SGA Talent

Food Service Worker Job at SGA Talent

 ...Service Workers Flexible Hours - Weekends & Weekdays... Part-time... open shifts to meet your goals. SGA Lists is a premier hospitality staffing firm and we are helping our client staff their cafeterias. We are looking for friendly, outgoing experienced people.... 

Hood Industries, Inc.

Inside Sales Representative ( base plus commission) Job at Hood Industries, Inc.

 ...who is looking to join an energetic team, our role as an Inside Sales Representative for our new location inFort Worth is waiting...  ...Opportunity for career advancement Attractive base salary plus commission plan Training in sales techniques and product knowledge... 

AUROBINDO

Lab Technician Job at AUROBINDO

Division OverviewAurolife was founded in 2008 as part of a group of companies that has a long history of excelling in generic pharmaceutical prouct development and manufacturing. Aurolife has a 10 year history of extraordinary manufacturing practices in the solid oral dose...

Greater Winston-Salem Inc.

Economic Development Intern Job at Greater Winston-Salem Inc.

 ...Position: Economic Development Intern Location: Greater Winston-Salem Inc. (In-person) Duration: 8-10 Weeks (June 1 Start) Hours:...  ...equitable community, and to be the best place to raise a family. Internship Overview We are seeking a highly motivated and detail-...