Call Center Supervisor

AllStarPhoenix, AZ, US

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Job Description

The Customer Service Team Lead is a senior member of the CSR team responsible for ensuring effective and quality team performance by the CSR's reporting to them and delivering a service that meets or exceeds customer expectations. They are a key interface to the client in the event of dispute or escalation and a point of expertise on our CRM. This role is a first point of entry into a management role in the Customer Service career track.

Responsibilities

Manage and Develop Customer Service Representatives :

Train, develop and manage their respective team and its members.
Carry out daily performance management of all the CSR's in the team.
Monitor and ensure that their team is compliant with the guidelines of the Allstar Revenue Ops Call Center.
Serve as the main point of contact for ensuring CSR's adhere to proper time and attendance and scheduling / overtime regulations and procedures.
Collaborate with their own, and the broader partners, to discuss their business on a regular basis, including organizing and conducting regular meetings to ensure efficient operations of their team.
Consistently communicate strategic initiatives of the department to front line CSRs, including reasoning and justification for such initiatives

Internal and External Relationship Building

Play a key relationship building role both as an internal liaison between CSR's and other departments and as a key contact for external customers and vendors in case of any escalation.

Facilitate any necessary information with their Operations and Site Directors.

Communicate any process or performance concerns to Project Managers on a timely basis.

Effectively communicate and collaborate internally with the Brand District Managers, and act on feedback accordingly.

Technical Expertise

Use expertise in the scope of work for clients within their area to ensure their team's understanding of the scope of work.

Train others on the company's systems and processes.

Provide Management Information data as required

General

Fosters a positive team environment

Always acts as a role model for professional behavior and performance

Ensures confidentiality of internal and external data

Performs ad-hoc projects and other duties as assigned

Previous experience (>

4 years) in customer service call center environment required

Additionally, we are seeking someone with the following :

Previous team leader experience preferable

People Management Skills

Proficient in leading a small team on a day-to-day basis, within a broader organization

Computer Skills : Microsoft Office Suite (Outlook, Excel, Word) required

Benefits & Perks

Allstar Services offers a comprehensive benefits package to support our team members and their families, including :

Medical, Dental, and Vision insurance

Paid time off and paid holidays

Company-provided life insurance

Voluntary life, accident, and disability coverage

Employee assistance program (EAP)

Opportunities for growth and advancement

Access to top industry training and resources

We're committed to investing in our people-because when you grow, we grow.

Allstar Home Services seeks to safeguard its employees, customers, and others while conducting company business. Following a conditional offer of employment, all applicants who are offered employment with Allstar will be subject to a background investigation. Offers of employment are contingent on the successful completion of a background investigation and motor vehicle report conducted in accordance with Company policies and all applicable laws. Information obtained from a background investigation will be considered for employment purposes as permitted by federal and state law and in accordance with Allstar Services' Equal Employment Opportunity Policy.

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Call Center Supervisor • Phoenix, AZ, US