ActionLink · 20 hours ago

Call Center Operations Supervisor

Buffalo, NY

Full-time

Remote

Entry, Mid Level

$30/hr - $30/hr

2+ years exp

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Responsibilities

Oversee daily operations and quality support of the front line and back office operations

Work closely with client business unit liaisons and consumer electronics division management to ensure the business direction is implemented

Develop and implement tactical action plans, such as service levels, average speed of response, handle time, and NPS/CSAT

Monitor and respond to inquiries, issues, and escalations from the front line and back office operations

Monitor and respond to customer NPS ratings and comments from multiple survey channels

Review agent scripts, calls, and work results

Incorporate and operationalize projects and initiatives

Track and analyze progress toward KPI goals

Facilitate weekly business reviews

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Call Center OperationsSalesforce CRMQuality Control InitiativesMicrosoft OfficeSatisfaction SurveysElectronics BackgroundRelationship Building