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Call Center Supervisor

Kelly Services Lansing ,MI
  • Expired: 27 days ago. Applications are no longer accepted.
Job Description

Kelly has a GREAT new DIRECT HIRE opportunity availible with a company that we are working with in Lansing!

Position: Call Center Supervisor

Schedule: 1st and 2nd...Primarily 1st (6AM-8PM)

Salary: 50-60K

Remote work availible

RESPONSIBILITIES 

• Coordinate and supervise the daily activities of the call center including selection, training, staffing, scheduling through workforce management system and maintaining quality standards.

• Supervise by walking around; be readily available to assist staff with escalated calls, customer concerns, and technology issues.

• Keep staff motivated and engaged toward meeting individual and team goals.

• Works collaboratively with the Customer Support Manager and provides management direction in his/her absence

• Participate in interviews, make hiring recommendations to Manager, deliver training to staff, provide input to performance evaluations, and recommend disciplinary action to Manager.

• Develops a team environment that foster growth and the desire to help others

• Ability to perform all Call Center duties and functions and can identify system/process gaps to drive improvements

• Assist in meeting monthly key Contact Center performance goals for customer satisfaction, quality, productivity and key performance indicators (KPIs)

• Report system, customer, or operational issues that impact service quality with a strong awareness of internal client relations and external customer experiences; Establish and maintain open lines of communication with direct reports, peers, upper management, Quality and IT, and all other areas of the company to facilitate problem solving

• Participate in calibration sessions with staff and Quality Specialist; coach staff members regarding needed improvements.

• Responsible for data collection, analysis and quarterly/ad hoc reporting.

• Make recommendations to Manager for procedural changes to increase efficiency.

• Other administrative duties and special projects, as assigned by Manager.

QUALIFICATIONS

• Two-year degree from an accredited university preferred; or experience in lieu of degree

• 3 or more years of Contact Center, with at least 2 year of leadership or supervisory experience in a Contact Center

KNOWLEDGE, SKILLS, ABILITIES

• Highly developed verbal, interpersonal, and written communication skills

• Positive attitude ability to maintain a friendly, professional, and courteous demeanor while assisting customers, clients and co-workers throughout the day

• Demonstrated accuracy with a consistent attention to detail

• Possess independent judgment, discretion and initiative in absence of specific directions from management

• Strong grammatical and typing/data entry skills with an emphasis on accuracy

• Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of customer service

• Organized with excellent time-management skills

• Maintains professional and technical knowledge

• Advanced knowledge of procedures across multiple customers

• Advanced knowledge of all working systems

• Demonstrated proficiency in resolving customer complaints and escalations

• Experience coaching/mentoring and motivating teams to achieve set goals

• Proven ability to produce detailed system issue reports

• Demonstrated proficiency in reporting and analyzing key contact center metrics

• Experience utilizing workforce management solutions to project and maintain staffing levels

• Ability to multi-task, communicate effectively, and remain organized and focused

• Ability to follow documented protocols

• Ability to meet and motivate team members to meet goals and targets

• Unquestioned ability to perform role with complete integrity and autonomy

• Ability to provide positive/negative coaching feedback with an emphasis on skills development 

BENEFITS

• Company provided laptop and cell phone

• Comprehensive Health, Vision, and Dental benefits

• Life and AD&D insurance

• 401k retirement savings plan

• Paid vacation, personal time, and holidays

• Employee Assistance Program (EAP)

• Opportunity for career development

• Business casual dress

• Fun & exciting work culture

If you are interested, please apply online and send your resume to 3381@kellyservices.com

Company Description
Kelly Temporary Employee Perks:

-Kelly-sponsored Affordable Care Act health care coverage available for eligible employees
-Group medical, prescription, vision, dental, life, and short-term disability insurance options that are available for purchase—and the coverage is portable*
-Service bonus plan
-Holiday pay plan
-Weekly electronic pay options
-Free online training campus available
-Exclusive online employee community
-Employee assistance program (EAP) available at no cost
-Corporate discounts
-Transportation spending accounts

Why Kelly®?

At Kelly Services®, we work with the best. Our clients include 95 of the Fortune 100TM companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly.

About Kelly Services®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter. Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.

Kelly Services

Why Work Here?

At Kelly Services®, we connect people to work in ways that enrich their lives.

Kelly Temporary Employee Perks: -Kelly-sponsored Affordable Care Act health care coverage available for eligible employees -Group medical, prescription, vision, dental, life, and short-term disability insurance options that are available for purchase—and the coverage is portable* -Service bonus plan -Holiday pay plan -Weekly electronic pay options -Free online training campus available -Exclusive online employee community -Employee assistance program (EAP) available at no cost -Corporate discounts -Transportation spending accounts Why Kelly®? At Kelly Services®, we work with the best. Our clients include 95 of the Fortune 100TM companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly. About Kelly Services® As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter. Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.

Address

Lansing, MI
USA