Call Center Supervisor

Job Description

We are looking for a dedicated, supportive call center supervisor to contribute in generating sales &amp; appointments for our clients while handling the team performance and team management.<br><br>The goal is to help the company grow by bringing in customers and developing business.<br><br>You should be analytical, supportive, and prepared to act as a resource to agents.<br><br>If you love to roll up your sleeves and aim to impact the next success story – this is the right place for you!<br><br>We are a fun, witty, and sometimes sarcastic bunch who knows how to put our game face on and get results.<br><br><strong>UPGRADE</strong> is a result-oriented growth agency that helps businesses from different industries scale.<br><br>We aren’t a large company where you’ll be just another cog in the machine. We are a startup that is experiencing rapid growth.<br><br>Our team members are results-driven folks who like to move fast, get the job done, and have fun doing it.<br><br><strong><u>How Your Day Will Look Like<br></u></strong><ul><li>Oversee day-to-day operation</li><li>Determine targets for call center</li><li>Hire and onboard new call center employees</li><li>Answer staff questions, provide guidance and feedback to team members</li><li>Train &amp; motivate employees</li><li>Daily monitor and measure performance with KPIs</li><li>Creating guides and SOPs for the team</li><li>Discover training needs and provide coaching</li><li>Listen to team members’ feedback and resolve any issues or conflicts</li><li>Recognize high and/or low performance and reward accomplishments/report warnings</li><li>Ensure adherence to the company’s policies and procedures</li><li>Encourage result-oriented and high-performance environment</li><li>Suggest and organize team building activities</li><li>Schedule and lead team meetings</li><li>Keeping files, passwords and any other files safe and organized</li><li>Meet target deadlines and businesses objectives</li><li>Maintain effective collaboration between BDR, lead generation, and sales teams</li><li>Commit to learning plans and pass qualification tests regularly</li><li>Collaborate with the founder and other departments on improvements and company vision implementation</li><li>Act as company culture advocate</li><li>Keep senior management informed about recurring issues or problems</li><li>Prepare monthly, quarterly and annual reports</li><li>Product and company knowledge</li><li>Target audience knowledge</li><li>Software and platforms knowledge</li><li>Company operations knowledge<br></li></ul><strong><u>Requirements<br></u></strong><ul><li>High school diploma or equivalent, but more education, especially in management, is preferred.</li><li>Call center, customer service, or supervisory experience may be required.</li><li>Proficiency with technology, especially computers, software applications, and phone systems.</li><li>Exceptional verbal and written communication skills.</li><li>Ability to coach, train, and motivate employees and evaluate their performance.</li><li>Excellent problem solving, leadership, and customer service skills.</li><li>Analytical, efficient, and thorough.</li><li>Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.<br></li></ul><strong><u>Benefits<br></u></strong><ul><li>Competitive salary &amp; bonus opportunities</li><li>UNLIMITED room for growth and results-based pay increases – at Upgrade there’s no real ceiling to where you can go, what you can do, and what you can earn. As we grow, so too do the opportunities</li><li>Highly interactive, challenging work with a talented, diverse, passionate team</li><li>Ongoing learning and development opportunities</li><li>Casual, “no dress code” atmosphere</li><li>Free snacks and drinks</li><li>Regular happy hours and other fun stuff</li><li>WE LOVE &amp; VALUE OUR TEAM<br></li></ul>Ready to try your luck?<br><br>HIT THAT BUTTON!<br><br>