Customer Contact Center Supervisor The Customer Contact Center Supervisor is responsible for overseeing the contact center daily responsibilities related to staff supervision in addition to reaching referral and sales goals. Position Competencies Successful incumbents possess business acumen, problem solving skills, the ability to develop and confront direct reports, have a drive for results, can set priorities, are focused on the customer, build effective teams, have composure and are able to manage the hiring and staffing of the team. Position Responsibilities 1. Supervise a team of service and sales representatives. 2. Interact with other supervisors to consistently deliver the service level performance standards set by management. 3. Coach team to ensure each representative is informed in product knowledge and service and sales techniques to reach personal and team goals. 4. Interact with customers when needed, providing sound and expedited problem resolutions. 5. Develop processes and incentives to reach the sales and service goals set by management. 6. Supervise and handle high volume activity/transactions through daily hands on and usage of reports and monitoring systems. 7. Handle staffing responsibilities including hiring, performance management and coaching. 8. Work in a team environment with peers and also to create a team approach with the staff under supervision.
Relocation Relocation assistance is not provided for this position. Travel Travel is not required of this position.
- Bachelor's degree from an accredited university OR 2 years of supervisory experience in a contact (call) center environment - 2 years marketing OR sales experience - 2 years contact center knowledge of workforce/real time schedule adherence experience (Avaya, Meridian, GNAV, etc.) - 2 years motivating employees to meet OR exceed sales goals experience - 1 year experience working with spreadsheets (MS Excel, MS Access)
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled