CAREL
Summary
The Contact Center Supervisor is responsible for overseeing the daily operations of CAREL USA’s customer support team, ensuring high service levels, quality interactions, and a positive customer experience. This role leads a team of agents through active coaching, performance management, and ongoing training to drive continuous improvement. The supervisor handles escalated customer issues, analyzes operational data to identify trends, and collaborates with cross‑functional teams to enhance service delivery.
Essential Duties and Responsibilities
Supervise daily call center activity: monitor KPIs (e.g., SLAs, call abandonment, quality metrics), ensure scheduling coverage, and maintain service level standards.
Coach and train agents: provide 1:1 feedback, run training sessions, support onboarding, and facilitate continuous improvement.
Handle escalated issues: personally resolve complex customer matters while guiding team’s responses.
Recruitment & personnel development: participate in hiring, performance reviews, mentoring, disciplinary follow‑up, and promotions.
Analyze performance data: track KPIs, produce regular reports, identify trends, and drive data‑driven improvements.
Enforce policies & compliance: ensure adherence to CAREL ethics, data privacy, quality standards, and attendance protocols.
Cross‑functional collaboration: liaise with operations, sales, engineering, and product teams on service delivery improvements.
Proficient with call‑center metrics tools, CRM software, workforce management systems, and Microsoft Office.
Strong analytical ability to interpret data, spot trends, and implement performance improvements.
Exceptional interpersonal skills; ability to coach, motivate, and build a positive, engaged team.
Excellent verbal and written communication; adept at handling escalations with diplomacy.
Customer‑first mindset; empathetic, calm under pressure, solution oriented.
Excellent organizational skills; ability to multitask and prioritize in a fast‑paced environment.
Willingness to embrace CAREL’s culture: open, experimental, accountable, and purpose‑driven.
Team‑level Service Level, Average Handle Time, First Contact Resolution, Customer Satisfaction scores.
Agent adherence, quality review scores, attendance, and overall performance.
Timeliness and accuracy of reports; implementation of cost‑or process‑improvement initiatives.
Competencies
Technical capacity
Learning orientation
Leadership
Time management
Thoroughness
Supervisory Responsibility Oversees a group of 3‑5 team members and reports issues to the Customer Support Field Service Manager. This position does not have reporting responsibilities.
Education and Experience
High school diploma or equivalent; AA/BA in Business, Communications, or related field preferred.
Minimum 3–5 years in call center or customer service roles, with at least 1+ year supervisory experience.
Language Skills Ability to read and comprehend instructions, short correspondence, and memos.
Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is regularly required to stand, frequently use hands, and occasionally lift and move objects up to 50 pounds. Specific vision abilities required include close vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. The employee must be able to work in a state of constant alertness and in a safe manner, often exposed to moving mechanical parts. The noise level is usually moderate.
Equal Opportunity Employer Carel is an equal opportunity employer.
#J-18808-Ljbffr
Essential Duties and Responsibilities
Supervise daily call center activity: monitor KPIs (e.g., SLAs, call abandonment, quality metrics), ensure scheduling coverage, and maintain service level standards.
Coach and train agents: provide 1:1 feedback, run training sessions, support onboarding, and facilitate continuous improvement.
Handle escalated issues: personally resolve complex customer matters while guiding team’s responses.
Recruitment & personnel development: participate in hiring, performance reviews, mentoring, disciplinary follow‑up, and promotions.
Analyze performance data: track KPIs, produce regular reports, identify trends, and drive data‑driven improvements.
Enforce policies & compliance: ensure adherence to CAREL ethics, data privacy, quality standards, and attendance protocols.
Cross‑functional collaboration: liaise with operations, sales, engineering, and product teams on service delivery improvements.
Proficient with call‑center metrics tools, CRM software, workforce management systems, and Microsoft Office.
Strong analytical ability to interpret data, spot trends, and implement performance improvements.
Exceptional interpersonal skills; ability to coach, motivate, and build a positive, engaged team.
Excellent verbal and written communication; adept at handling escalations with diplomacy.
Customer‑first mindset; empathetic, calm under pressure, solution oriented.
Excellent organizational skills; ability to multitask and prioritize in a fast‑paced environment.
Willingness to embrace CAREL’s culture: open, experimental, accountable, and purpose‑driven.
Team‑level Service Level, Average Handle Time, First Contact Resolution, Customer Satisfaction scores.
Agent adherence, quality review scores, attendance, and overall performance.
Timeliness and accuracy of reports; implementation of cost‑or process‑improvement initiatives.
Competencies
Technical capacity
Learning orientation
Leadership
Time management
Thoroughness
Supervisory Responsibility Oversees a group of 3‑5 team members and reports issues to the Customer Support Field Service Manager. This position does not have reporting responsibilities.
Education and Experience
High school diploma or equivalent; AA/BA in Business, Communications, or related field preferred.
Minimum 3–5 years in call center or customer service roles, with at least 1+ year supervisory experience.
Language Skills Ability to read and comprehend instructions, short correspondence, and memos.
Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is regularly required to stand, frequently use hands, and occasionally lift and move objects up to 50 pounds. Specific vision abilities required include close vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. The employee must be able to work in a state of constant alertness and in a safe manner, often exposed to moving mechanical parts. The noise level is usually moderate.
Equal Opportunity Employer Carel is an equal opportunity employer.
#J-18808-Ljbffr