Call Center- Supervisor
: Job Details :

On Site : Columbia MoHourly rate:$24Mon- Thurs- 5pm-1am /Sunday 3pm-11pmSummary: Manages entirety of team operations by assisting phone representatives with answering escalated questions and phone calls. Monitors queue and tracks calls. Keeps phone representatives aware of calls waiting and abandonment rate. Motivates and encourages phone representatives through positive communication and feedback by performing the following duties.Duties and Responsibilities: include the following. Other duties may be assigned.

Assists phone representatives with call issues.

Assists phone representatives with computer issues.

Assists with and maintains call answer rate goals.

Distributes and informs call center staff of new departmental procedures.

Handles outbound sales calls and emails for website.

Assists phone representatives with refund policies and cheat sheets.

Administers employee counseling and disciplinary action.

Supervisory Responsibilities:Directly supervises 50 employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.Qualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.