Call center supervisor

SGS Consulting
Illinois

Job Responsibilities:

  • Train, mentor, and coach agents on skills, product knowledge, and procedures.
  • Monitor calls and agent performance using metrics (abandonment rate, wait times).
  • Handle complex customer issues and complaints (escalations).
  • Motivate staff and manage schedules/staffing.
  • Oversee daily call center workflow and ensure policy/procedure adherence.
  • Identify training needs and implement workshops.
  • Improve processes for efficiency and better customer experience.
  • Take over calls when agents are overwhelmed.

Skills:

  • 2+ years of experience
  • Excel, outlook, MS word.

Education/Experience:

  • High school diploma
Posted 2025-12-11

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