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Call Center Supervisor

YoungWilliams • Martinsville, VA, US • published 2026-10-09 03:03:30.785943

Description

**Summary of Position** ======================= The Supervisor DBP provides supervision, training, and work direction to assigned staff. This position also accepts escalated calls and works in the queue when call volumes exceed maximum capacity. **Essential Job Requirements** ------------------------------ * Monitors and evaluates the performance of assigned staff to ensure prompt, knowledgeable and courteous customer service. * Provides coaching, counseling, and guidance to assigned staff for ongoing improvement to customer service. * Makes recommendations to management concerning transfers, promotions, discipline, hiring and termination. * Monitors individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals. * Analyses staffing levels and call center trends to ensure that staffing levels are efficient in order to maintain project goals and objectives and meet operational effectiveness. * Monitors assigned staff’s time and attendance by maintaining attendance records, including excused and/or unexcused absences, late arrivals, and early departures with all related information entered on th...

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