Customer Service Supervisor

Atlanta, GA 30303

Posted: 07/09/2019 Industry: Customer Service Job Number: 15054 Pay Rate: 19.6

Long term Contract – Customer Service Center Supervisor in downtown Atlanta. Pay rate is $19.60 per hour. 

The candidate  will be assigned to the call center team. The call center operates Monday-Friday 5: 30 am to 8: 30 pm. The ideal candidate should be analytical, supportive, and prepared to act as a resource to the Customer Service Representatives (CSR). This position reports to the Customer Service Center Assistant Manager. The schedule for this position is Monday-Friday, 9: 00am-6: 00pm; however, they must be flexible to accommodate changes in schedule to meet the needs of the business. They will be required to perform the following duties:
  • Oversee the  Retail center located at headquarters.
  • Coach and mentor CSR’ s
  • Handle and resolve escalated calls
  • Live Monitor a minimum of 5 calls for each CSR (35-40) monthly
  • Maintain and track schedule adherence and enter all CSC Adjustments e.g. CSR’ s leave request, call outs etc.
  • Update the schedule as needed
  • Schedule weekly coaching sessions
  • All other duties assigned to meet the needs of the business

Qualifications: At least four (4) years of call center experience at entry level or equivalent position OR two (2) years of lead/supervisory experience in an equivalent position in a customer service setting communicating information OR completion of a four-year degree from an accredited college or university AND two (2) years of lead/supervisory experience in an equivalent position in a customer service setting.  Strong interpersonal skills, ability to multi-task, and desire to work in a team-focused environment.  Applicants must be well organized, detail oriented, and possess strong interpersonal acumen for interacting with a broad range of clients— internally and externally, with a varied education level. Goal oriented and flexibility to adapt to the needs of the agency daily is an additional minimum qualification for applicants.   

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Russ Burchfield

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