CALL CENTER SUPERVISOR - REMOTE (EL PASO DENTISTRY 4 KIDS)

Applicants must be based in El Paso, Texas

The Call Center Supervisor is responsible for supporting a team of remote Customer Service Representatives, ensuring timely and accurate responses to incoming/outgoing phone calls, resolving escalated issues, and always looking for ways to improve our customer service processes. The Call Center Supervisor will also collaborate with other departments to provide seamless customer service experiences.

(Note: Full time remote position with <>

Summary of Essential Job Functions:

· Answer questions from staff and provide guidance and feedback.

· Assessing staff work as well as providing feedback to maximize performance.

· Anticipate escalation and take over calls when needed.

· Devise ways to optimize procedures and keep staff motivated.

· Measure key performance metrics to meet department goals.

· Ensure adherence to policies for attendance, established procedures, etc.

· Keep management informed on issues and problems.

· Prepare monthly/annual results and performance reports.

Competencies:

· Proven leadership and team management skills in a Call Center environment.

· Friendly personality with excellent teamwork and customer service skills.

· Ability to handle complex and escalated issues professionally.

· Strong organizational skills.

· Must be able to multi-task, prioritize, and follow-up as necessary.

· Excellent written and verbal communication skills.

· Ability to work both independently and collaboratively within a virtual team setting.

Qualifications:

Location: Applicants must be based in El Paso, Texas

Education: Bachelor’s degree in business administration, Communications, or Education is preferred but not required; significant experience in a related role/industry may substitute for education.

Experience: At least five years of experience in customer service, with at least two years in a leadership role, preferably within a Call Center setting.

Language Ability: Bilingual required.