Call Center Supervisor

Location: Pleasanton, CA

• Plan and implement service and sales strategies and operations (to include but not limited to, managing staff schedule and coordinating days off and vacations)
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Maintains and improves operations by monitoring employee interactions; identifying and resolving problems; preparing and completing action plans
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Prepares performance reports by collecting, analyzing, and summarizing data and trends
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the company
• Manages compensation and bonus structure
• Ensures that customer service and sales strategies and goals are met
• Ability to work with direct reports and cross-functional peers
• Stays on top of industry and market trends to keep the business competitive
• Provide strategic collaboration and support with the General Manager
• Other responsibilities as needed

• BS or BA or equivalent professional experience
• Experience working in a leadership capacity with direct reports
• Proficiency with MS Office Suite