Job Title: Call Center Supervisor (On-Site)

The Company

Metropolis is an artificial intelligence company that uses computer vision technology to enable frictionless, checkout-free experiences in the real world. Today, we are reimagining parking to enable millions of consumers to just "drive in and drive out." We envision a future where people transact in the real world with a speed, ease and convenience that is unparalleled, even online. Tomorrow, we will power checkout-free experiences anywhere you go to make the everyday experiences of living, working, and playing remarkable - giving us back our most valuable asset, time.

The Role

We are seeking a skilled Call Center Supervisor to oversee daily operations and personnel within our customer service department. The Supervisor will be responsible for managing a team of customer service representatives, ensuring efficient and high-quality service delivery to our clients. The ideal candidate will have prior experience in a call center environment, strong leadership abilities, and excellent communication skills.

Responsibilities:

• Manage and supervise a team of customer service representatives.
• Set clear team goals and motivate team members to achieve them.
• Monitor the performance of team members and provide coaching and feedback.
• Handle escalated customer complaints and resolve complex issues.
• Develop and implement training programs to improve team performance.
• Create and maintain reports on call center metrics, such as service level, abandonment rate, and average handling time.
• Ensure adherence to company policies and procedures.
• Collaborate with other supervisors and departments to ensure smooth operations.
• Conduct regular team meetings and one-on-one sessions with team members.
• Stay updated on industry trends and advancements in call center technologies.

Requirements:

• Proven experience as a Call Center Supervisor or similar supervisory position in a customer service environment.
• Excellent leadership and interpersonal skills.
• Strong problem-solving abilities and a results-oriented approach.
• Ability to work well under pressure and handle multiple priorities.
• Proficiency in call center software and telephony systems.
• Knowledge of performance evaluation and quality assurance metrics.
• Flexibility to work shifts and weekends as required.

Preferred Qualifications:

• Certification in Call Center Management (e.g., CCMP) is a plus.
• Experience with CRM systems (e.g., Zendesk).