Office Customer Service Floor Supervisor

Position: In-Office Customer Service Floor Supervisor
# In-Office Customer Service Floor Supervisor Hot Job## Overview Salary Range $45,000.00 - $50,000.00 Salary Position Type Full Time Job Shift Day Education  Level High School## Description
** In-Office Only Position (Relocation not offered)
**** POSITION:
Customer Service Call Center Supervisor
***
* LOCATION:

In-Office | 4120 International Parkway Suite 1100, Carrollton, TX, 75007|
**** WEBSITE:
**** Summary**:

The Customer Service Supervisor is responsible for managing and overseeing a team of call center agents. Motivates and supports agents through feedback and communication. Measures KPI's like inbound calls, call waiting, and call abandonment. Assists with taking agents' calls when needed.
*
* Essential Duties and Responsibilities:

*** Ensure optimal workflows are in motion and forecast, prioritize, delegate, and oversee workflow to deliver superior customer service to clients and customers.
* Continuously review and audit the team’s performance to ensure quality assurance and KPI’s are met or exceeded by CSR’s.
* Document, track, and report daily, weekly, and monthly metric reports on employee performance measures.
* Manage, review, and approve team members’ timecards with high levels of accuracy.
* Handle escalated calls and sensitive customer inquiries in a professional and timely manner.
* Serve as a resource and subject matter expert for process changes, quality audits, system enhancements, and customer facing processes and product offerings.
* Conduct interviews and process new hires as needed.
* Vocalize recommendations and assist in the implementation of goals and objectives, workflow revisions, scheduling, to provide superior customer service. Will also implement policies and procedures.
* Effectively communicate with various business lines and stakeholders to resolve issues and meet company objectives.
* Analyze call volume trends and workflows and report system issues to IT service desk promptly.
* Additional Projects as assigned by management.
*
* Schedule:

** Availability from Monday-Saturday from 8am-6pm.
** Compensation:** $45,
** Requirements**:
* Minimum of 3 years of Customer Service Call Center Supervisory experience.
* Working and proficient knowledge of Microsoft Word and Excel.
* Strong ability to multi-task and work independently under high pressure, deadlines and goals.
* Must have excellent interpersonal skills and great telephone etiquette.
* High School Diploma/GED required
* Authorized to work in the United States
* Client requirements for this campaign require a clean background check and a negative drug test result
** SWC Group Benefits:
*** Paid Holidays and CPL (Comprehensive Paid Leave)
* Medical, Dental and Vision Insurance
* Life Insurance
* Short-Term and Long-Term Disability Plans
* HSA (Pre-tax) Savings Account
* 401(k) Plan with matching contribution
* Paid Training Program Please feel free to contact us for further questions at  or via email at
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