Call Center Supervisor in Jeffersonville, IN at Startek

Date Posted: 7/17/2020

Job Snapshot

Job Description

Responsible for day-to-day coaching of Customer Service Agents who deal with customer inquiries by phone, in writing or other customer contact venues.  Works with leadership teams to identify problems and improve customer service levels.  Communicates company and unit policy, procedures and practices either orally or in writing to staff, customers, other departments, and/or senior leadership.  Resolves routine and/or escalated customer service problems.  Responsible for ensuring staff has the appropriate level of formal and/or on-the-job training to effectively perform the duties/responsibilities of their job.  Coaches staff to improve business factors such as; customer service levels, sales performance, call quality, hold time and availability.   Writes and conducts performance evaluations; may assist in employment decisions and setting performance goals and objectives; may suggest methods to improve customer satisfaction. 

Job Requirements

• Solid knowledge of computers and software applications including spreadsheet (Microsoft Excel), word processing (Microsoft Word), and e-mail (Microsoft Outlook) software applications. 

• Strong customer services skills. 

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 

• Ability to speak effectively before groups of customers or employees of the organization. 

• Ability to work in a fast-paced environment, adapt to changing priorities, meet deadlines, multi-task effectively and work well under pressure. 

• Ability to follow defined procedures and deal with different and specialized situations. 

• Ability to handle confidential information. 

• Ability to plan own work and the work of others and lead work groups or teams. 

• Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority.

High School Graduate or GED required. Associates’ degree (AA) from a two-year college or university or equivalent combination of education and experience preferred.

Previous Supervisory Experience REQUIRED. Six months to one year related experience is required.


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