Supervisor, Management, Client Relationship Management

• Provide supervision, guidance, and performance oversight for assigned team of Phone Representatives (typically 8-12).
• Assume responsibility for the entire floor (up to 40-50 representatives) when serving as the only supervisor on duty.
• Call Flow Management
  - Ensure a high call answer rate and distribute outbound calls efficiently.
• Agent Productivity & Timecard Management
  - Ensure adherence to productivity expectations.
• Motivation & Coaching
  - Inspire and guide representatives to achieve performance goals.
• Employee Counseling & Discipline
  - Conduct performance reviews, provide ongoing coaching.
• Agent Support & Retention
  - Serve as the primary point of contact for representatives.
• Training, Development, & Onboarding
  - Provide on-the-spot training and ensure development of strong product knowledge.
• Hiring Support
  - Assist in the hiring process by interviewing and selecting candidates.
• Staffing & Role Optimization
  - Provide input on staffing needs and assess role suitability.
• Quality Assurance & Monitoring
  - Review calls, provide feedback, and identify areas for improvement.
• Customer Service Excellence
  - Maintain high service standards.
• Issue Identification & Resolution
  - Detect and address operational inefficiencies.
• Escalation Handling
  - Support representatives with complex customer inquiries.
• Collaboration & Communication
  - Foster a positive working environment and maintain strong communication with leadership.

• High school diploma or GED required; associate degree preferred.
• Minimum two years of related experience and/or training, or an equivalent combination of education and experience.
• Previous experience supervising or leading a team.
• Strong leadership, coaching, and communication skills.
• Ability to enforce policies while supporting team goals.
• Demonstrated ability to manage daily operations effectively.
• Effective oral and written communication skills.
• High level of professionalism.
• Competency with Microsoft Office and ability to quickly learn new applications and systems.

Demonstrates strong leadership and coaching abilities while managing team performance and operational efficiency. Proficient in training, development, and maintaining high customer service standards.

• Team Supervision
• Call Flow Management
• Employee Coaching
• Quality Assurance
• Microsoft Office Proficiency

• Performance Oversight
• Timecard Management
• Training and Development
• Hiring Support
• Issue Resolution
• Operational Management

• Leadership
• Communication
• Motivation
• Professionalism

• High School Diploma
• GED
• Associate Degree (Preferred)

• Customer Service Excellence
• Agent Support
• Staffing Optimization
• Escalation Handling