Call Center Supervisor

**Are you someone with great customer service skills, the ability to manage multiple priorities, and a good leader of people with a strong wish to continue a career in a contact center? Are you willing to join a quickly growing, product-oriented company while working remotely from home? Then welcome to Siren Group By joining Siren, you become a part of an innovative team with an ethical approach to business relations.**

**Fully remote**:This job is remote anywhere in Canada. The only limitation on work location is access to high-speed internet and having a quiet workspace.

**Siren Group **is a digital marketing company based in Switzerland with remote staff across the world. We specialize in generating consistent new business opportunities for medium

Being already a very successful firm with stable double-digit annual revenue increases, we are aiming for even more explosive growth Our company’s success is delivered by a smart, self-starting, and entrepreneurial team which we are actively growing.

Siren offers a remote and flexible work environment, competitive compensation, benefits, and the opportunity to grow in your career.

**We are searching for a self-motivated and results-oriented Call Center Supervisor **who will lead and manage the day-to-day operations of the outbound/inbound contact center, including but not limited to driving workforce efficiencies, customer service, reporting, and performance management. As our contact center operates during the entire week, you must be able & willing to work days, evenings, and/or weekends as scheduled.

This role reports to the Call Center Operations Manager.

**What you will do**:

- Support in implementing departmental changes enhancing workflow optimization, and recommending operational improvements;
- Develop and maintain positive employee, customer, and cross-functional team relations; actively engaged in team member development;
- Plan, direct, supervise, and evaluates workflow;
- Coordinate work activities to achieve the volume expected to meet operational requirements;
- Provide immediate supervision and assigns tasks, goals, and objectives;
- Support in providing frequent coaching and development to team members, including daily huddles, weekly 1 on 1 coaching;
- Reviews performance metrics based on customer service center KPIs, diagnoses the root cause of underperformance, and develops an improvement plan;
- Monitors phone calls on a regular basis and scores calls based on internal quality standards;
- Responsible/ accountable for onboarding and training of new hires;
- Effectively use telecom systems, reporting tools, and coaching Call Center agents to ensure productivity, effectiveness, and desired business and revenue outcomes.

**Work Environment**:

- Hours of Operation: Flexibility to work on Monday to Sunday between 8:00 am and 10:00 pm EST.

**About you**:

- Minimum 2 years of experience working in an outbound call center as a supervisor or manager;
- Minimum 3 years of experience in sales, telesales, or sales management;
- Must have the ability to problem solve both simple and complex issues from team members and business relationships;
- Excellent knowledge of Microsoft Office (Excel, Office, Ppt) and experience working with CRM systems;
- Strong analytical and reporting skills;
- Excellent communication, leadership, and interpersonal skills;
- Demonstrate a high degree of maturity and emotional intelligence;
- Fluent English.

**What We Offer**
- We have different perks and benefits, but we also can offer you a supportive work environment powered by a fantastic team
- Competitive compensation according to your skills, experience, and professional accomplishments, including a company bonus;
- Paid vacation, sick leave, and holidays;
- 100% remote work, allowing working and traveling;
- Flexible work hours, when it is convenient to plan your working and personal time;
- Work in one of the most dynamic and fastest-growing industries;
- Ambitious and challenging tasks with a high degree of responsibility and independence;
- Multicultural environment;
- Supportive, friendly, and professional team, which you can always rely on;
- An allowance program for compensation of expenses for fitness activities and the purchase of technical equipment;
- Paid training (school, events, conferences).

**If this sounds like you, we should talk**

**Job Types**: Full-time, Permanent

Schedule:

- Evening shift
- Monday to Friday
- Weekend availability