Job Description

We are seeking a motivated and experienced Call Center Supervisor to lead and support our team of call center agents. The ideal candidate will be a strong communicator with excellent leadership skills and a passion for delivering high-quality customer service. This role is responsible for overseeing daily operations, coaching agents, and ensuring performance targets are consistently met.

Key Responsibilities

• Supervise, mentor, and support a team of call center agents to ensure high performance and customer satisfaction.
• Monitor call quality, productivity, and adherence to company policies and procedures.
• Provide real-time coaching and corrective guidance to improve individual and team performance.
• Conduct regular one-on-one meetings, team huddles, and performance evaluations.
• Assist with scheduling, timekeeping, and attendance management.
• Analyze performance metrics and prepare reports for management review.
• Resolve escalated customer issues professionally and promptly.
• Collaborate with training and quality assurance teams to address performance gaps.
• Maintain a positive, motivating work environment that encourages teamwork and accountability.

Qualifications

• High school diploma or equivalent required; Associate or Bachelor’s degree preferred.
• 2+ years of experience in a call center environment, with at least 1 year in a supervisory or lead role.
• Strong leadership, communication, and interpersonal skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Proficiency with call center systems, CRM software, and Microsoft Office applications.
• Strong analytical and problem-solving abilities.
• Demonstrated ability to coach, motivate, and develop employees.

Preferred Skills

• Experience with workforce management tools.
• Knowledge of performance management processes and coaching techniques.

Work Location - This is an in-office position (No remote or work-at-home positions available for this role). You will be required to complete training and continue to work in office premises located at eClerx, 235 North McPherson Church Road, Fayetteville, NC 28303.

Compensation/Pay:

Pay rate will be $15.00/hr.

Joining Bonus- $200 (Payable in the first check after 60th day of employment)- Employee should be active on the date of paycheck.

Click ‘Apply Now’ to get started or visit the Careers page on our website to learn more: http://careers.eclerx.com