GoWireless Call Center Supervisor in Boise, Idaho


Job Responsibilities Under limited supervision, but following established policies and procedures, is responsible for assisting the Call Center Manager with delegating daily responsibilities within the Call Center Department. Ensures that consistent, professional, and quality customer service is provided by Call Center employees. Trains, coaches and assists Call Center Manager in setting individual CSR goals. Also responsible for reviewing resumes, interviewing and hiring of necessary call center staff. Works with management team to identify needed resources. Keeps management team informed concerning developments in his/her areas of responsibility.


  • In coordination with the Call Center Manager, assists with the day-to-day operations and supervision of CSR staff, including training/mentoring, performance evaluation, adherence to attendance and other duties as needed

  • Works closely with subordinate staff and assists Call Center Manager with evaluating their performance, developing their abilities, and improving their output. Assists Call Center Manager with selection, placement, counseling, development, and salary administration of all staff in his/her area of responsibility

  • Maintains a strong working knowledge of all GoWireless policies, procedure, product lines, and current promotions

  • Monitors and evaluates inbound and outbound calls for accuracy, completeness, courtesy, professionalism, and follow-up

  • Monitors the standards of performance of the Call Center

  • Handles difficult and more complex customer calls and/or complaints

  • Provides feedback to management on CSR and customer needs, issues and trends

  • Maintain 95% training completion for direct reports

  • Review, at minimum, three calls per agent per week for quality assurance purposes

  • Responsible for achieving personal and team outbound sales and appointment setting goals monthly


Minimum Education & Other Requirements To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


  • A Bachelor’s Degree is preferred, but not required

  • People management experience is required- minimum of 1 year experience

  • Two years call center or collections experience preferred

  • Proficiency in Microsoft Office Suite programs

  • Availability to work a full-time flexible schedule including evenings and weekends

  • Understanding of call center KPI’s


  • Ability to manage, guide and motivate team members to positively impact team performance

  • Strong decision making and negotiation skills

  • Analytical and problem solving skills

  • Ability to assess individual and team performance

  • Advanced troubleshooting skills

  • Strong written and verbal communication skills

  • Effective time management and organization skills

  • Ability to own responsibility (e.g., escalations, follow-up)

  • Exceptional customer service, people and soft skills


  • Ability to sit in one place for extended period of time

  • Ability to spend extended period of reading and working in front of a computer monitor

  • Up to eight hours per day conversing with customers via phone

  • Extensive key entry with the use of a standard keyboard

Requisition Number: 16-2405

Post Date: 10/10/2016

Title: Call Center Supervisor

City: Boise

State: ID