Call Center Supervisor

San Diego, CA | Temporary to Permanent

Post Date: 10/22/17 Job ID: 17092801-SDS Industry or Function: Management Compensation: $18.50 per hour

JOB #: 17092801-SDS

KEY WORDS: call center, supervisor, management, lead, customer service, csr, full time, temp to hire

JOB DESCRIPTION: TriStaff Group is currently seeking a Call Center Supervisor for an auto-focused call center in the Sorrento Valley area. The Call Center Supervisor is responsible for leading and coaching Call Center Customer Service Agents by being an encouraging role model. This role identifies agents’ weaknesses and provides solutions, inspires agents to do better by clearly communicating the department’s goals and expectations, and ensures quality service for all programs.

For consideration, please submit your resume to or call 858-597-4000 to speak with one of our recruiters.

Job Duties:
• Ensure all department assignments (voice mail, Callbacks, MAG, special projects) are completed and logged
• Interview Customer Service Representatives as required to fulfill business needs
• Manage a small team of Customer Service Representatives
• Coach Customer Service Representatives as needed: prepare scorecards, interpret feedback provided by other departments, and manage overall performance goals to ensure departmental goals are met
• Monitor Customer Service Representatives’ timesheets, vacation time, and sick time to ensure accuracy and timely processing
• Monitor Customer Service Representatives’ attendance, adherence to schedule, shrinkage, and utilization
• May be required to supervise Call Center staff on weekends
• Meet with Team on a monthly basis to discuss team statistics and overall departmental issues/concerns
• Format, update and distribute procedures and scripts as required by Call Center Management
• Work closely with Call Center Management on a daily basis to keep manager(s) informed of trends and developments affecting the Call Center

Salary Range:
• $18.50 per hour

• Temp to Hire opportunity
• Medical, dental and vision


Job Requirements
• Previous call center experience; previous supervisory experience highly desired
• Flexible Hours; must be willing to work weekends
• Winning attitude
• Superior verbal and written communication skills
• Ability to troubleshoot complex problems of a procedural or technical nature
• Ability to motivate to improve overall performance of advocates
• Ability to coach and develop advocates’ skills to attain greater success
• Ability to define and correct areas needing improvement
• Experience with PCs, Windows and databases

Educational Requirements:
• High school diploma required
• Some college preferred


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