Contact Center Supervisor

DATAMARK, Inc. is currently seeking a dedicated and experienced Contact Center Supervisor to join our team. As a leading provider of business process outsourcing solutions, DATAMARK helps organizations worldwide manage their operations more efficiently and effectively. The Contact Center Supervisor will play a vital role in overseeing the day-to-day operations of our contact center and ensuring exceptional customer service.
In this role, the Contact Center Supervisor will be responsible for supervising a team of contact center representatives, monitoring performance, coaching and providing feedback, and ensuring that key performance indicators (KPIs) and service level agreements (SLAs) are met. They will also handle escalated customer inquiries or complaints and collaborate with other departments to improve processes and enhance customer satisfaction. The Contact Center Supervisor will report to the Contact Center Manager and work closely with them to achieve organizational goals. The salary for this role is $55,000 per year.
Responsibilities
Supervise and coach a team of contact center representatives
Monitor and evaluate performance metrics, such as call quality, call volume, and average handle time
Provide feedback and guidance to contact center representatives to optimize performance
Handle escalated customer inquiries or complaints in a professional and timely manner
Collaborate with other departments to improve processes and enhance customer satisfaction
Assist in the development and implementation of training programs for contact center representatives
Requirements
High school diploma or equivalent, Bachelor's degree preferred
At least 2 years of experience in a contact center role
At least 1 year of experience in a supervisory role
Excellent communication and interpersonal skills
Bilingual (Spanish/English) preferred
Strong leadership and coaching abilities
Sound knowledge of contact center operations and best practices
Ability to handle escalated customer situations with composure and professionalism
Proficiency in Microsoft Office applications
Experience with contact center software and CRM systems
Benefits
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Short Term & Long Term Disability
Training & Development
Wellness Resources