Supervisor, Contact Center

Service Center

CSCS TX

Job Summary

Leads a contact center team in all aspects of daily work including hiring, coaching, and tracking metrics. 

Essential Job Duties

• Provide leadership, coaching, and mentoring to the Contact Center Team
• Supervise call center group of 20+ representatives in all aspects of daily work and development for future opportunities
• Determines requirements by working with clients.
• Resolves problems by clarifying issues and researching alternative solutions.
• Maintains call center database by entering information.
• Generates timely analysis on rep call volume, appointments scheduled, assignment conversion.
• Performs work with a high degree of latitude. Handles the most complex issues.
• Other duties as assigned including answering phone calls, gathering information, and transfer calls to the appropriate personnel.

Skill/Requirements

• High School diploma or GED
• Minimum 6+ years of customer service experience
• Caliber Collision experience preferred
• Excellent written and verbal communication skills
• Customer/client orientation
• Problem-solving skills
• Leadership skills