We are looking for a top performing ESP Call Center Operations Supervisor to organize and direct the staff of our ESP Customer Service call center and assist with management of reporting, KPI’s, and operational processes needed for the efficient operation of the ESP Call Center teams (Service, Sales, Lead Generation). You will be responsible for proactively assessing the individual Customer Service Representatives work and providing feedback to maximize performance.

An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results oriented.

The goal is to drive excellent performance from the individuals on your team and the processes you oversee to bring sustainable business growth.

Responsibilities

Assist in the formulation of targets for individuals and teamsAssist with recruiting, hiring and onboarding new employeesAnswer questions from staff and provide guidance and feedbackQuality monitor calls to validate, coach, and correct agents using existing KPI requirements and scripting on a daily basisAnticipate escalation and take over calls when neededRecommend ways to optimize / enhance operational procedures for maximum efficiency of departmentMeasure performance with key metrics such as call abandonment, occupancy, hold times etc. on a consistent basisEnsure adherence to policies for attendance, established procedures, Quality Assurance scoring etc.Keep management informed on issues and problemsPrepare daily, weekly, MTD, monthly/annual results and performance reports as defined

Requirements

Proven experience as call center supervisor or similar supervisory positionExperience in customer service is essentialProficient in English; Good knowledge of additional languages will be a definite plusWorking knowledge of MS OfficeTech savvy with knowledge of telephone equipment and relevant computer programsKnowledge of performance evaluation proceduresOutstanding communication and negotiation abilitiesA results-oriented approachExcellent organizational and leadership skillsAbility to work under pressureHigh school diploma or equivalent

Pay Range:

$58,425.00-$87,637.50 Annual

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.