**Job Overview:** We are seeking a dynamic and experienced Call Center Supervisor to join our team. The ideal candidate will lead a team of customer service representatives to ensure exceptional service delivery and customer satisfaction. **Responsibilities:** - Manage and supervise a team of customer service representatives - Monitor call center operations to meet performance goals and quality standards - Provide coaching, feedback, and training to team members - Handle escalated customer inquiries or complaints - Analyze call center data to improve processes and performance - Develop and implement strategies to enhance customer service experience - Oversee scheduling, staffing, and daily operations of the call center **Qualifications:** - Proven experience in a customer service or call center environment - Strong leadership skills with the ability to motivate and manage a team effectively - Excellent communication skills to interact with customers and team members - Proficient in project management to handle multiple tasks simultaneously - Fluency in English; multilingual abilities, especially in Spanish, is a plus - Ability to analyze data, identify trends, and make data-driven decisions - Strong negotiation skills to resolve conflicts and handle challenging situations Joining our team as a Call Center Supervisor offers the opportunity for career growth, competitive compensation, and a supportive work environment. If you possess the required qualifications and are passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
Job Type: Contract
Pay: $27.54 - $35.00 per hour
Expected hours: 37.5 per week
Benefits:
Schedule:
Experience:
- Call Center: 5 years (Required)
- MBTA Transit Systems Ie: Customer/ Rider: 2 years (Required)
Ability to Commute:
- Boston, MA 02116 (Required)
Ability to Relocate:
- Boston, MA 02116: Relocate before starting work (Required)
Work Location: In person