Call Center Supervisor

Pronto Connections is a successful, privately owned, 24/7/365 inbound Call Center located in the River North area of Chicago. We are seeking a Call Center Supervisor to join our team. The selected candidate must possess basic coaching, counseling and supervisory skills, and will be responsible for the supervisor of a team of 10-15 Customer Service Agents.

Responsibilities:
Monitor real-time reports and analyze staffing needs to ensure department service levels are being met - proactively make adjustments as necessary.Coach and develop Customer Service Agents, including monitoring quality to ensure the highest degree of customer service.Track attendance and performance activities, and compile weekly reports.Enforce company policies and procedures.Provide direction and technical assistance to Call Center staff.Handle customer escalation calls.Complete other job assignments as requested by management.
REQUIREMENTS1 - 3 years call center experience in a supervisory/team lead capacity, with strong leadership, organizational, interpersonal, and time management skills.Thorough understanding of call center applications, systems and processes with the ability to execute and get results.Excellent customer service, verbal and written communication skills.Ability to effectively interact with all levels of staff, management and external clients.Attention to detail.Must be flexible in working weekends and holidays.A high school diploma or equivalent is required; college course work or equivalent (trade, vocation, certification) is desired.Bilingual (English/Spanish) preferred.
**************** No phone calls will be accepted **************