Customer Care Team Supervisor – Onsite Position Available In [Unknown county], South Carolina
Tallo's Job Summary: As a Customer Care Team Supervisor - Onsite in Greenville, South Carolina, you will lead and supervise a team of inbound and/or outbound agents, ensuring performance, staffing, and quality standards are met. Key responsibilities include personnel management, performance tracking, and driving improvements in service levels. Benefits include medical, dental, and life insurance, as well as a 401(k) plan and educational assistance.
Job Description
Career Opportunities:
Customer Care Team Supervisor
- Onsite (48129)
Requisition ID 48129 - Posted 05/05/2025
- South Carolina, SC (H00802)
- US•South Carolina• Customer Support•
Regular Position Overview:
As a key member of the Contact Center, you will be responsible for supervising and leading assigned account team(s) of inbound and/or outbound agents including staffing, performance management, reporting, counseling, and maintaining account quality.
Key Responsibilities:
Supervise agent personnel including hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions
Track and measure individual and team productivity and quality results
Drive improvements in overall service levels, transactional efficiencies & cost management
Provide assistance and/or on-the-job training to direct reports
Analyze, summarize and/or reviews data; report findings, interprets results and/or make recommendations
Ensure adherence to company policies
Manage and motivate Contact Center staff to meet performance goals
Analyze and verify agent knowledge level
Supervise agent personnel
Build relationships with agents; establish rapport, trust and credibility.
Adopt and develop a management style of engagement, professionalism and openness.
Work with Operations Manager to align with operational account goals
Work closely with other Supervisors to create positive and motivating work environment
Work closely with supporting Departments (Recruiting, HR, BI, Technology, WFM) to partner on achieving internal and client goals
Collaborate with client Services team to develop and maintain relationships
Requirements:
Must commute to onsite office location for work in Greenville, South Carolina
High School Degree or equivalent
Thorough knowledge of Contact Center operations
Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met
Demonstrated ability to interact with peers, senior management and other departments in a professional manner
Strong organizational, leadership and interpersonal management skills
Demonstrated communication skills both written and verbal
Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff
Ability to work in a dynamic fast paced atmosphere
Ability to coordinate activities or tasks of people and groups
Ability to maintain confidentiality
Demonstrate ability to make a decision by using logic to identify key facts, explore alternatives and propose quality solutions
Demonstrate ability to communicate information and ideas clearly, and concisely, in writing and verbally
Ability to take instructions from management and ensure follow up
Solid understanding of computer basics (Windows, Operating Systems and the Internet)
Compensation and Benefits:
Medical, Dental, Life, PTO, 401(k), Disability, Educational Assistance, Flexible Spending Accounts and Employee Referral Bonus Plans.
- Must be able to commute to Greenville, SC
