Grand Circle Corporation is seeking an experienced and dynamic Virtual Call Center Supervisor with a strong background in managing remote teams.
Benefits:
Medical, Dental, Vision
Life Insurances
401(K) with Matching
PTO & Company Holidays
Responsibilities:
Lead and supervise a team of remote customer service representatives, providing guidance, coaching, and support to ensure high-quality service delivery in a virtual environment.
Monitor and evaluate call center performance metrics, such as call volume, average handle time, and customer satisfaction, and implement remote strategies to achieve and exceed targets.
Handle escalated customer inquiries or complaints virtually, ensuring prompt resolution and maintaining high levels of customer satisfaction.
Develop and implement virtual training programs to enhance the skills and knowledge of remote call center staff.
Conduct regular virtual performance reviews and provide constructive feedback to team members, recognizing achievements and addressing areas for improvement.
Collaborate with other departments, such as Sales and Operations, using virtual tools to ensure seamless coordination and resolution of customer issues.
Stay updated on industry trends and best practices in virtual call center management and remote customer service.
Qualifications:
Minimum of 3 years of experience in a call center or customer service supervisory role, with a strong preference for candidates with experience managing remote teams.
Strong leadership abilities with a proven track record of successfully managing and developing remote teams.
Excellent communication and interpersonal skills, with the ability to effectively interact with customers and remote team members.
Solid understanding of call center operations and customer service principles, specifically in a virtual environment.
Ability to work occasional evenings, weekends, and holidays to support the operational needs of the call center.