Supervise and develop a team of customer service representatives, ensuring service quality and customer satisfaction. Manage call center policies, procedures, performance evaluations, coaching, and professional development. Analyze performance metrics to identify improvement opportunities, implement strategies to optimize team results, and collaborate with other departments to resolve customer issues and improve the overall customer experience.
We are seeking a dynamic and experienced Call Center Supervisor to lead and manage a team of customer service representatives. The ideal candidate will have strong leadership skills, a customer-centric mindset, and the ability to optimize team performance in a fast-paced environment.
Responsibilities:
- Supervise and manage a team of customer service representatives, ensuring high levels of customer satisfaction and service quality.
- Develop, implement, and monitor call center policies and procedures to ensure efficient and effective operations.
- Conduct regular performance evaluations, provide coaching and feedback to team members, and facilitate professional development opportunities.
- Analyze call center metrics and performance data to identify areas for improvement and implement strategies to enhance team performance.
- Collaborate with other departments to resolve customer issues and improve overall customer experience.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field preferred.
- Proven experience (3+ years) in a call center supervisory or management role.
- Strong leadership and team management skills with the ability to motivate and develop team members.
- Excellent communication and interpersonal skills, both verbal and written.
- In-depth understanding of call center operations, customer service best practices, and performance metrics.
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What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
