19 days old

Call Center Supervisor

Portland, OR 97220
  • Job Code

The Call Center Supervisor is responsible for supporting and maintaining the organization's established goals for customer service. Using metrics and data to evaluate team performance and identify trends, this role will provide coaching to representatives in order to increase customer satisfaction meet or exceed established call center performance standards.

Essential Duties include, but are not limited to the following. Management reserves the right to assign or reassign duties and responsibilities at any time:

Oversee day to day activities in a fast paced environment, assigning tasks and reviewing work at regular intervals.

Coordinate team schedules to ensure adequate phone coverage at all times.

Ensure through pro-active measures, that departmental customer satisfaction and Key Performance Indicator goals are attained.

Gather-service related reports and metrics and present them to management along with recommendations for continuous improvement.

Ongoing coaching of representatives in performance, including appropriate call center protocols, etiquette and techniques.

Facilitate team daily huddles.

Perform hands-on functions of a representative for up to 25% of shift, as needed.

Act as a secondary escalation point to resolve customer issues.

Support special projects as assigned by management.

Effectively work with team members, peers, and members of senior management to support department and company initiatives and goals.

Provide guidance to others in properly interpreting and implementing policies, procedures, and work instructions.

Submit training resource update requests as required.

Other duties as assigned.

ORGANIZATIONAL RESPONSIBILITY STATEMENT In addition to the job-specific responsibilities listed above, all employees are expected to support and model VetSource's Core Value Principles: Do the right thing every time; Treat others the way they want to be treated; Embrace Change; Be innovative; Get it done; Work hard, have fun! Employees will be held accountable for knowledge and effective application of these principles.

Experience and Qualifications

Demonstrates effective training and coaching of peers.

Results driven.

Ability to manage complex situations and diffuse customer complaints in a calm and professional manner.

Demonstrated ability to make sound judgement decisions during chaotic or stressful situations

Strong communication, active listening and interpersonal skills.

Willingness to partner with other departments to identify and assist in the development of enhanced processes and procedures.

Strong organizational and time management skills with ability to work independently.

Excellent writing skills with great attention to detail.

Must be team-oriented, possess a positive attitude and work well with a variety of personalities.

Detail oriented and demonstrate accurate data entry and documentation in a fast- paced environment.

Supervisory Responsibilities

Supervises and coaches Pet Owner Care Team Representatives and Leads.

Develops, motivates, coaches, and recommends discipline for employees if necessary.

Supports the Training / Quality Assurance Program by working closely with TQA team to identify and close training gaps.


Bachelor's Degree or equivalent job related experience.

1-2 years related experience in customer service leadership and employee coaching/training required.

Excellent computer skills, including a high level of proficiency with MS Office.

Oregon Pharmacy Technician license required within 90 days of offer

Preferred Qualifications:

Bi-lingual preferred, but not required

Veterinary experience a plus

Working Conditions

Ability to work at a computer for long periods of time.

Call center environment.

Environment where dogs are present.

Noise level in the work area is normally quiet to moderate.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.



Posted: 2020-05-08 Expires: 2020-06-08

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Call Center Supervisor

Portland, OR 97220

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