Call Center Supervisor

				Overview:

TKC Holdings, Inc.-comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member. 
 
We are proud to be a military and veteran-friendly employer.

Responsibilities:

***MUST LIVE IN THE ST. LOUIS MISSOURI METROPOLITAN AREA***

Potential up to 1K quarterly bonus

Schedule: Monday-Friday 2:30pm-11:00pm/Rotating Saturdays (10:00am-4:00pm) & some holidays

The Call Center Supervisor is responsible for the daily coaching and development of Customer Service Representatives. Responsibilities including managing metric performance, providing constructive feedback, and serving as a leader to team members. 

Essential Functions, Duties, and Responsibilities

* Manage a team of associates by coaching, evaluating metrics and monitoring calls.
* Manage and assist associates in fulfilling daily and monthly metric requirements.
* Effectively communicate with associates to encourage support of company culture and values.
* Lead team of associates to increase productivity by improving work processes and associate development.
* Assist with interview and onboarding responsibilities.
* Assessing the work performance of their employees and identifying areas that need improvement.
* Fields escalated calls, emails, and chats.
* Manage and assist support staff in fulfilling daily business requirements and participate in collection of data for performance measurement.
* Ensuring that business goals, deadlines and performance standards are me.
* Other duties as assigned.

Qualifications:

* High School or equivalent, and education in management is a plus.
* College degree preferred.
* Must be a self-starter who works well with all levels of management.
* Must be detail oriented; able to remain focused in a fast-paced environment.
* Ability to lead and motivate others.
* Proficiency with technology, especially computers, software applications, and phone systems.
* Excellent verbal and written communication skills; ability to build rapport with employees.
* Fosters a positive and inclusive work/team environment of exceptional customer service by ensuring prompt responses to customer requests, responding to escalations and questions, and participating in daily operations and inbound call support.
* Call Center, customer service, or supervisory experience is a plus.
* Ability to remain calm and courteous under pressure and navigate tense situations.
			

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TKC Holdings - Keefe Group