Call Center Supervisor

DH Pace Company, Inc. in Atlanta, GA is aspiring to hire a Contact Center Supervisor to lead our team of Customer Service Representatives. In this role, you will be responsible for managing daily team performance, ensuring exceptional customer service, and driving a culture of continuous improvement. You will guide, coach, and motivate your team to achieve performance goals while fostering a collaborative work environment. Your leadership will be key in meeting key performance indicators (KPIs) and ensuring customer satisfaction.

Job Responsibilities:

• Oversee a team of CSRs, providing regular coaching, support, and development to help them meet or exceed performance expectations. Foster a motivating environment that encourages professional growth and retention of top talent.
• Utilize performance data and regular observations to provide feedback and coaching to ensure that CSRs are adhering to company standards and delivering outstanding customer service.
• Ensure that all team members are meeting operational strategies and performance goals. Communicate client and company expectations clearly and ensure consistency across the team.
• Handle employee onboarding, scheduling, and performance management, including addressing behavioral issues and conducting disciplinary actions as necessary. Ensure all HR processes are followed accurately and promptly.
• Manage and resolve customer escalations and complex issues that the CSR team is unable to resolve, ensuring a positive customer experience and maintaining company standards.
• Ensure schedule adherence and proper staffing to maintain service levels. Monitor attendance and manage shifts effectively to meet business needs.
• Actively identify barriers and inefficiencies within the team and work to remove them, ensuring the team can meet their objectives effectively. Recommend improvements in procedures and workflows to optimize performance.
• Ensure all team activities comply with company policies, procedures, and safety standards. Track performance metrics and provide regular reports to senior management.
• Participate in the implementation of new processes, platforms, and tools to improve team efficiency and performance. Provide support for special projects as needed.
• Other responsibilities as assigned 

Job Qualifications:

• 3+ years of customer service experience, with at least 1 year in a supervisory or leadership role within a contact center or similar environment.
• Strong understanding of the contact center operations and performance metrics.
• Proven experience in coaching, mentoring, and developing team members.
• Exceptional communication and interpersonal skills, with the ability to handle conflict diplomatically and motivate a diverse team.
• Proficiency in customer relationship management (CRM) software and integrated phone systems. Familiarity with IFS or similar platforms is a plus.
• A customer-centric approach with the ability to maintain a positive attitude and professional demeanor, even under pressure.
• Ability to work in a fast-paced environment with a flexible approach to meeting changing needs.