Customer Service Supervisor
245 Peachtree Center Ave Atlanta, GA 30303
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.