Call Center Supervisor
About The Position
Turning Point for God is the broadcast ministry of Dr. David Jeremiah and exists to deliver the unchanging Word of God to an ever-changing world. Using Dr. Jeremiah’s teaching, we capture, curate, and communicate Bible Strong content through the power of media to share the Gospel with theological and creative excellence. Dr. Jeremiah is committed to teaching the entirety of God’s Word to the world, and his teaching is delivered in multiple languages to approximately 3 billion people across the globe through Turning Point’s various media channels. To accomplish this mission, more than two hundred staff across various disciplines are committed to sharing the Gospel and Bible Strong teaching through Turning Point. At Turning Point, you will be empowered and equipped to use your unique skills and abilities to glorify God and make an eternal impact while being part of a professional Christian community and relational work environment. Position Summary: The Call Center Supervisor will supervise between 6 and 12 direct reports (primarily Customer Service Representatives). Duties include, but are not limited to the following: Works closely with the Training Supervisor to ensure timely completion of new hire refresher training for all direct reports. Ensures proper phone coverage and CSR scheduling, as well as working with CSRs to coach them through phone monitoring, stats, and other tools to grow in their job and role. Is an active member of the Customer Service supervisory team, assisting with shared and backup duties, including daily department tasks. Responsibilities also include assisting the CS Supervisory team with monitoring workflow and department coverage. The position reports directly to the Customer Service Manager.
Requirements
- Bachelor’s degree or equivalent work experience preferred.
- Extensive experience and successful results as a trainer.
- Must possess three or more years of work experience in a customer service environment.
- Excellent customer service skills
- Strong leadership & communication skills
- Attention to detail
- Ability to type 50+ words per minute with 98% accuracy
- Familiar with Windows Office Suite
- Familiar with 10-key
- Strong work ethics
- Quick learner
- Flexible and works well with all levels of management, direct reports, and customers.
- Must be a like-minded believer and share our passion to deliver the unchanging Word of God to an ever-changing world
Responsibilities
- Coordinates with other Call Center Supervisors on mirrored duties.
- Advising and coaching direct reports through regular monthly meetings (more often if needed).
- Overseeing time off requests and timesheet approval for direct reports.
- Creating and overseeing CSR Monthly Projects, daily CSR schedule, and weekly CSR team meetings.
- Fielding supervisory questions/issues/calls/mail; addressing complaints and resolving problems.
- Providing support on questions/issues for all CS Staff.
- Work closely with the Training Supervisor to ensure proper training for team members.
- Providing review of monthly phone stats and monthly phone quality control.
- Overseeing Front Desk coverage and scheduling if necessary.
- Other projects as they arise.
- Assisting the CS Supervisory team with the creation and updating of task documentation.
- Assisting with interviews for employee candidates as needed.
- Assisting CS Part-Time Analysis review for the CS Supervisor team.
- Ensuring daily phone abandon rate remains below 4%.
- Assisting with end-of-day point of contact to ensure end-of-business-day closure.
Benefits
- Generous medical, dental and vision insurance, with voluntary supplemental plans
- Health Savings Account (HSA) option
- Company-sponsored long-term disability insurance and short-term (outside of CA)
- Company-sponsored life Insurance
- 403(b) retirement savings plan with employer contribution
- Eleven paid holidays
- Accrued vacation and sick time
- Yearly paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
