Call Center Supervisor

Call 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 Call Center Supervisor in Orlando, Florida.

The Contact Center Supervisor oversees and coordinates a team of telephone customer support services.

• Make necessary changes in staffing based on the day of the week, sales promotions, other anticipated events and Private Branch Exchange (PBX) data.
• Review PBX data to monitor the customer experience and subordinate statistics.
• Monitor the productivity of customer service representatives and generate required reports.
• Monitor individual, team and call center results to identify and address both positive and negative performance trends; ensure that the team meets both revenue goals and performance targets.
• Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies.
• Answer questions and recommend corrective services to address customer complaints.
• Ensure that team members are fully informed with respect to new products, procedures, customer needs and company‑related issues, changes and actions.
• Compile work volume statistics to maintain records of customer service requests and complaints, and to meet accounting needs.
• Determine work procedures, prepare work schedules and expedite workflow.
• Study and standardize procedures to improve team members' efficiency.
• Compile individual employee reports into composite team reports.

• Bachelor's degree in a relevant field, or the equivalent combination of education and experience.
• 2+ years of experience in a customer service role.
• Exceptional leadership, facilitation, conflict resolution and people management skills.
• Strong communications and problem‑solving skills.

In return for your excellent skills and abilities, we offer a comprehensive benefits package including: medical, dental, and vision plans, a generous 401(k) employer match, and paid vacations, holidays, and sick time.