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Call Center Supervisor (Terminix) in Glendale, AZ at Terminix

Date Posted: 8/8/2018

Job Snapshot

Job Description



Position Overview

Responsible for supervising and coaching a team of associates in providing quality service for inbound and/or outbound telephone calls. Creates and maintains company monitoring standards for call center/customer service representatives. Conducts analysis of monitoring results and provides feedback and recommendations to call center/customer service quality assurance manager.




Job Responsibilities

  • Monitor activities of associates as needed to insure maximum efficiency of the department
  • Ensures that all policies and procedures are adhered to and call standards are met
  • Reviews progress of quality assurance calls; monitors feedback and escalations
  • Handles and resolves customer complaints and issues
  • Ensure adherence to work schedule
  • Provides coaching and call support to associates



Job Requirements

  • High School Diploma or general education degree (GED); or one to two years of related experience and/or training; or equivalent combination of education and experience.
  • Oral and Written Communication
  • Skills Organizational
  • Skills Analytical
  • Skills Ability to prioritize multiple tasks
  • Customer Service Skills
  • Team Development Skills



Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:

  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
  • Sitting for long periods of time while using office equipment such as computers, phones and etc.
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.


Incumbent is required to have:

  • Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
  • Incumbent will be subject to:
  • Inside working conditions: The change of building environment such as with or without air conditioning and heating.