Securus Technologies

  • Supervisor, Customer Service Subsidiaries

    Job Locations US-TX-Carrollton
    Job ID
    # of Openings
  • Overview

    Accountable for the daily running and management of a call center team to ensure that the customers are being delivered service of high standard and are satisfied. Responsible for meeting call center metrics as well as planning areas of improvement or development. Responsible for coaching, motivating and developing a team of Customer Service Representatives with the goal of ensuring optimal productivity and quality satisfaction with meeting the Call Center metrics.


    • Represent Securus in a positive and professional manner
    • Provide timely, accurate and thorough Performance Reviews for supervised employees.
    • Provide feedback and coaching on any customer escalation taken from employee.
    • Develop and coaching others by conducting one on one time with employees and coach on performance improvement opportunities, understanding each employee’s career goals, hold development discussions, and provide challenging tasks when applicable
    • Implement discipline procedures; counsel inappropriate behavior and take necessary action
    • Creates a team environment where everyone wants to do their best and deliver results
    • Provide daily, weekly monthly status reports on employee performance
    • Respond to and resolve difficult and sensitive customer inquiries and complaints


    Knowledge, Skills, and Abilities

    • Demonstrated experience in leadership, facilitation and development of, team leads and customer service associates.
    • Consistent track record of meeting or exceeding company objectives. Ability to work under pressure and meet company objectives.
    • Demonstrated experience with problem solving skills.  Ability to recognize, analyze, and solve a variety of problems.
    • Impressive communication and interpersonal skills.  Advanced communication and interpersonal skills.
    • Proven experience in working with all levels of staff.  Ability to work effectively with all levels of staff.
    • Strong organizational, time management skills and the ability to manage complex projects and processes.
    • Strong leadership skills that include monitoring/assessing the performance staff and the organization to make improvements or take corrective action.
    • as needed
    • Proficient use of MS Office products

    Minimum Qualifications

    • High School Degree or Equivalent
    • 3 years of customer service experience
    • 2 years of Call Center Management experience
    • Managed 10 to 20 Customer Service associates

    Preferred Qualifications

    • Associates or Bachelor’s Degree
    • 7 years of Call Center management experience in Customer Service

    It is the Company’s policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person’s race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.


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