Job Description

Position Summary

The Call Center Supervisor is responsible for supervising and coordinating the activities of customer service representatives, ensuring smooth call center operations and exceptional customer interactions. This role requires strong leadership skills, the ability to analyze performance metrics, and a proactive approach to improving efficiency and customer satisfaction.

Key Responsibilities:

Team Leadership & Performance Management

• Supervise, coach, and develop a team of call center representatives.
• Monitor individual and team performance, identifying trends and implementing improvement strategies.
• Address employee concerns, provide constructive feedback, and maintain a positive work environment.

Operational Efficiency

• Adjust staffing and schedules based on customer demand, sales promotions, and business needs.
• Ensure service levels and response times meet company expectations.
• Streamline procedures to improve efficiency and reduce wait times.

Customer Experience & Quality Assurance

• Monitor customer interactions to ensure professionalism, accuracy, and adherence to company policies.
• Handle complex customer inquiries and complaints, ensuring timely and effective resolution.
• Implement training and coaching programs to enhance service quality.

Data Analysis & Reporting

• Track key performance indicators (KPIs) and generate reports on customer service trends.
• Use data insights to drive operational decisions and improve customer experience.
• Maintain detailed records of customer inquiries, resolutions, and call center activity.

Policy & Compliance

• Ensure compliance with company policies, industry regulations, and safety standards.
• Conduct performance evaluations, recommend disciplinary actions, and support employee development.
• Communicate updates on products, services, and company policies to the team.

Qualifications:

Education & Experience

• Bachelor’s degree in business, communications, or a related field preferred.
• 1-2 years of experience in a supervisory role within a call center or customer service environment.

Skills & Abilities

• Strong leadership and team-building abilities.
• Excellent communication skills, both written and verbal.
• Analytical mindset with the ability to interpret data and implement strategic improvements.
• Proficiency in Microsoft Office, including Excel and Word.
• Ability to problem-solve in a fast-paced, customer-focused environment.

Physical Requirements

• Ability to sit for extended periods while using a computer and phone.
• Regular use of hands to handle or grasp objects (such as a keyboard and telephone).
• Vision abilities include close vision and the ability to adjust focus.
• Work environment typical of an office setting with a low to moderate noise level.

Why Join Edgar’s Bakery?

• Growth Opportunities: We value internal promotions and support career development.
• Strong Team Culture: Work in a positive and collaborative environment.
• Make an Impact: Lead a dedicated team and contribute to the success of a growing brand.

Apply Today!

If you are a motivated leader with a passion for customer service and operational excellence, we invite you to join the Edgar’s Bakery family. Help us continue our tradition of providing exceptional experiences for every guest, one call at a time!

This job posting emphasizes leadership, efficiency, and customer service excellence while maintaining a professional and engaging tone. Let me know if you’d like any refinements!

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