Call Center Supervisor Job at SGS Consulting, Illinois

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  • SGS Consulting
  • Illinois

Job Description

Job Responsibilities:

  • Supervise and support daily activities of call center customer service representatives (CSRs)
  • Act as the primary supervisor for seasonal and temporary CSRs
  • Monitor call quality, productivity, attendance, and adherence to schedules
  • Coach, mentor, and provide performance feedback to team members
  • Assist with onboarding and training of new and temporary staff
  • Handle escalated customer issues and ensure timely resolution
  • Ensure compliance with company policies and call center procedures
  • Prepare reports and track team metrics using Microsoft Office tools
  • Collaborate with team members and leadership to meet service level goals
  • Support workforce scheduling within rotating shifts

Skills:

  • Call center supervisory experience (minimum 2 years)
  • Coaching and mentoring customer service teams
  • Microsoft Office proficiency (Outlook, Word, Excel, PowerPoint)
  • Call monitoring and quality assurance practices
  • Performance tracking and reporting
  • Customer service escalation management
  • Time management and scheduling support
  • Strong communication and interpersonal skills
  • Bilingual Spanish

Education/Experience:

  • High School.

Job Tags

Temporary work, Seasonal work, Work at office, Rotating shift

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