Contact Center Supervisor

With a culture of recognition and reputation for excellence, ELS is the ideal organization in which to develop a long and successful career!

ELS is hiring for the position of Contact Center Supervisor in Orlando, Florida.

As a Call Center Supervisor, you will play a pivotal role in overseeing the day-to-day operations of our call center team. Your primary responsibility is to ensure that our customer service representatives deliver exceptional service to our clients while meeting performance targets and adhering to company policies and procedures. You will provide coaching and support to your team members, and strive to maintain a positive and productive work environment.

Key Responsibilities:

• Supervise and manage a team of customer service representatives, ensuring they meet or exceed performance targets and service level agreements.
• Provide ongoing coaching, feedback, and training to team members to enhance their skills and performance.
• Monitor calls and conduct quality assessments to ensure adherence to company standards and identify areas for improvement.
• Handle escalated customer inquiries or complaints in a professional and timely manner, resolving issues to the satisfaction of the customer and the company.
• Develop and implement strategies to improve efficiency, productivity, and customer satisfaction within the call center.
• Create and maintain schedules for the team to ensure adequate coverage and optimal staffing levels.
• Collaborate with other departments, such as training, operations, and IT, to address issues and implement process improvements.
• Compile and analyze data related to call center performance, preparing reports and making recommendations for improvement.
• Foster a positive work environment by promoting teamwork, recognizing achievements, and addressing any concerns or conflicts among team members.
• Stay up-to-date on industry trends and best practices in call center management and customer service.

• Highschool degree.
• Previous experience in a call center environment, with at least 2 - 3 years in a supervisory or leadership role.
• Strong leadership skills with the ability to motivate and inspire team members.
• Excellent communication skills, both verbal and written.
• Exceptional customer service skills and the ability to handle difficult situations with professionalism and empathy.
• Proficiency in using call center software and other relevant tools.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Flexibility to work non-traditional hours, including evenings and weekends, as needed.
• Certification in call center management or related field (optional, but a plus).