layiq
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Job opportunity
Supervisor - Call Center
Realtime Results, LLC
Maryland Heights, MO, US
Source: Realtime Results, LLC careers · View original posting
- Employment
- full time
Employer job description
From Realtime Results, LLC's posting. “We” and “our” refer to the employer.
Realtime Results is hiring a Call Center Supervisor to lead a team of call center agents handling product recall inquiries for our clients. Reporting to the Operations Manager and working closely with our Senior Supervisor, you'll coach agents, improve service metrics, and help keep our recall process running smoothly for the businesses that depend on us.
What You'll Do
- Work directly with the Senior Supervisor to manage a team of call center agents handling product recall inquiries
- Handle escalated calls and resolve customer complaints with a strong service mentality
- Monitor and improve customer service metrics and recall processes and procedures
- Help ensure agents follow established protocols for handling recall inquiries
- Mentor agents and solve problems to help the team hit daily, weekly, and monthly goals
- Give agents regular feedback, conduct monthly check-ins, and lead annual performance reviews
- Track call volume, response time, and customer satisfaction; identify areas for process improvement
- Recommend enhancements that improve productivity, efficiency, and overall program performance
- Prepare agent schedules and manage timecard approval with Payroll
- Ensure compliance with company policy, including attendance and PCI compliance
- Participate in hiring, onboarding, and training new agents
- Attend weekly Product Recall meetings and follow up on assigned action items
Requirements
- High school diploma or equivalent required
- 2+ years of call center experience; team lead or supervisory experience preferred
- Proficient in Microsoft Word and Excel
- Strong leadership, coaching, and motivational skills
- Excellent customer service mentality
- Background in call processing and customer service principles
- Strong communication, organizational, and time management skills
About Realtime Results
Realtime Results brings a technology-centric approach to every business unit we run, powered by tools like our Open Door Solution, a mobile platform connecting field teams to back-office operations. Recall Results, our recall management division, helps clients reduce cost, gain efficiency, and grow revenue through recall management, call center support, and logistics services.