Call Centre Supervisor / Department Support Specialist (Mid)

Immediate need for a talented Call Centre Supervisor / Department Support Specialist (Mid). This is a 12 month contract opportunity with long-term potential and located in Oakbrook Terrace, IL(Onsite). Please review the job description below and contact me ASAP if you are interested.
 
Job Diva ID: 26-01928
 
Pay Range: $25.00 - $28.00/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
  
Key Responsibilities:-

• Team Leadership & Performance Management
• Supervise and support a team of temporary CSRs during daily operations.
• Monitor performance against KPIs.
• Conduct regular coaching sessions and deliver performance feedback.
• Provide daily briefings, updates, and process instructions to the team.
• Assist with scheduling, roster management, and shift coverage planning.
• Operational Excellence
• Ensure CSRs follow call scripts, SOPs, compliance guidelines, and quality standards.
• Track and report team performance metrics to management.
• Identify process gaps and recommend improvements.
• Maintain accurate documentation and daily activity reports.
• Customer Issue Resolution
• Handle customer escalations and complex queries that require supervisor intervention.
• Ensure timely and effective resolution of customer complaints.
• Support team members in resolving difficult cases.

 
Key Requirements and Technology Experience: 

• Key skills; Call center supervisor, Mentoring, good communication skills
• High School Diploma
• 2 years of experience in a call centre supervisor
• At least 2 years in a supervisory or team lead role.
• Strong communication, leadership, and problem-solving skills.

 
Our client is a leading Utility Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration
 
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
 
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