Call Center Supervisor

Why should you choose ProForce?

We are a leading pest control company dedicated to providing effective and reliable pest management solutions for residential and commercial customers. Our mission is to deliver innovative and reliable pest control solutions to our customers while upholding the highest standards of professionalism and integrity. As a rapidly growing organization, we are seeking a motivated and client-focused individual to join our team as a Customer Experience Supervisor.

Job Type: Full-time

Location: Onsite, Boca Raton, FL

Pay: Starting at $63,000

Job Summary

Ensure overall effectiveness of the customer experience department. Oversee daily operations of the call center ensuring excellent customer service, monitoring team performance, and providing feedback to the team. Ensure the team is achieving the KPI’s established and that they are effectively managing, closing and documenting all interactions with our customers. Working flexible hours, including evenings and weekends as needed. Develop and coach the team by performing the Job Responsibilities listed below.

Job Responsibilities

• Engage with customers via phone, email, live chat, and other channels, ensuring prompt and courteous service.
• Quickly identify and resolve customer issues, striving for a high level of satisfaction and minimizing further contact.
• Act as the customer's voice within the company, sharing feedback to improve products, services, and processes.
• Develop and maintain a deep understanding of company offerings to provide accurate information.
• Proactively prevent customer cancellations by understanding their needs and offering tailored solutions.
• Record customer interactions in the CRM system with precision, maintaining organized records.
• Meet or exceed KPIs such as customer satisfaction scores, first contact resolution, and response times.
• Participate in training opportunities to stay updated with industry best practices and improve your skills.
• Work with team members and other departments to ensure a consistent approach to customer service.
• Follow all company policies, procedures, and regulatory requirements, ensuring customer information confidentiality.

Leadership and Supervision

• Oversee and coordinate the day-to-day operation of the team.
• Monitor performance and provide constructive feedback.
• Ensures team adherence to work schedules.
• Develops and maintains relationships with department peers focusing on collaboration, honesty, integrity, and respect for each other.
• Implements call-center best practices to drive accountability for productivity and performance goals.
• Achieves customer satisfaction and call center performance goals while ensuring the highest level of operational efficiencies through planning, monitoring and analysis of the call center operation.

Reporting Analysis and Performance Monitoring

• Analyze reports on call center and employee performance.
• Develop a metric driven culture that consistently meets or exceeds departmental goals and tracks key performance indicators.
• Observes and analyzes individual performance to KPI’s and goals.
• Enhance performance, including coaching employees, to help them excel in their role – ensure team is achieving or exceeding KPI’s.
• Ongoing evolution of scripted “talking points” to improve call handling time.
• Advise leadership if they notice changes that are impacting the team.
• Weekly one-on-one meetings with team to review performance.

Operations Management

• Helps team in resolving problems and completing work.
• Assist team with calls and tasks as needed (peak volume, PTO, etc.)
• Make recommendations to optimize call center performance with a focus on continuous improvements in productivity, call handling and quality service delivery to drive peak efficiencies.

Training

• Assist with new hire training as needed
• Conduct training sessions on best practices, scripts and software tools.
• Identify training needs through Quality Monitoring and active listening.

People Responsibilities

Directly managing the customer experience representatives.

• Perform other tasks as assigned.

Skill Requirements

• Degree in business, marketing, communications or related fields preferred.
• Prefer previous call center supervisory experience.
• Two (2) plus years of in a fast paced customer service call center environment.
• Outstanding people skills.
• Strong knowledge of Google Workspace.
• Knowledge of customer service and call center best practices in a service/competitive industry.
• Excellent written and verbal communication skills, including strong presentation skills.
• Strong problem and identification skills, effective organizational skills, flexibility to manage multiple priorities to achieve timely results, ability to forge cross-functional partnerships and strategies are necessary requirements to be successful in this role.
• Must be able to speak comfortably at all levels in the organization.
• Strong customer resolution skills.

Performance Metrics

• Call Center metrics
• Customer Service Representative metrics
• Timely handling of cases (tasks & incidents)
• Ongoing evolution of KPI’s and reports
• Customer Satisfaction Index / Net Promoter Score
• Employee Retention
• Customer Renewal, Retention, Recovery and Upsells

Technology

• Five9
• Field Routes
• Looker
• Google Workspace
• Microsoft Office