Customer Service Floor Supervisor

## Description
**In-Office position only (no relocation offered)**
**POSITION**: Customer Service Call Center Supervisor
**LOCATION**: In-Office | 4120 International Parkway Suite 1100, Carrollton, TX, 75007|
**WEBSITE:** <https://www.swcgroup.com/careers.html>

**Summary**

The Customer Service Supervisor is responsible for managing and overseeing a team of call center agents. Motivates and supports agents through feedback and communication. Measures KPI's like inbound calls, call waiting, and call abandonment. Assists with taking agents' calls when needed.

**Essential Duties and Responsibilities:**

• Ensure optimal workflows are in motion and forecast, prioritize, delegate, and oversee workflow to deliver superior customer service to clients and customers.
• Continuously review and audit the team’s performance to ensure quality assurance and KPI’s are met or exceeded by CSR’s.
• Document, track, and report daily, weekly, and monthly metric reports on employee performance measures.
• Manage, review, and approve team members’ timecards with high levels of accuracy.
• Handle escalated calls and sensitive customer inquiries in a professional and timely manner.
• Serve as a resource and subject matter expert for process changes, quality audits, system enhancements, and customer facing processes and product offerings.
• Conduct interviews and process new hires as needed.
• Vocalize recommendations and assist in the implementation of goals and objectives, workflow revisions, scheduling, to provide superior customer service. Will also implement policies and procedures.
• Effectively communicate with various business lines and stakeholders to resolve issues and meet company objectives.
• Analyze call volume trends and workflows and report system issues to IT service desk promptly.
• Additional Projects as assigned by management.

• **Schedule:** Availability from Monday-Saturday from 8am-6pm.
• **Compensation:** $45,000-50,000

**Requirements**

• Minimum of 3 years of Customer Service Call Center Supervisory experience.
• Working and proficient knowledge of Microsoft Word and Excel.
• Strong ability to multi-task and work independently under high pressure, deadlines and goals.
• Must have excellent interpersonal skills and great telephone etiquette.
• High School Diploma/GED required
• Authorized to work in the United States
• Client requirements for this campaign require a clean background check and a negative drug test result

**SWC Group Benefits:**

• Paid Holidays and CPL (Comprehensive Paid Leave)
• Medical, Dental and Vision Insurance
• Life Insurance
• Short-Term and Long-Term Disability Plans
• HSA (Pre-tax) Savings Account
• 401(k) Plan with matching contribution
• Paid Training Program

Please feel free to contact us for further questions at (972) 905-3410 or via email at [[email hidden]](mailto:[email hidden])