Job Description

Job Purpose

The Operations Supervisor - Call Center , leads, manages and coordinates activities and operations of the customer service department and staff.

Duties and Responsibilities

• Organizes, directs, and monitors daily activities of customer service representatives
• Distributes workload to customer service team; monitors and reviews performance
• Monitors service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provides feedback as needed
• Monitors and analyzes productivity of customer service representatives, completes employee evaluations
• Fields questions from customer service representatives and clients; recommends corrective services to address customer complaints
• Ability to maintain composure when handling particularly difficult calls with customers
• Establishes procedure...