Job Summary: Primary responsibilities will be centered on the daily activities related to coaching a team of contact center agents and leads. The supervisor will be accountable for their training, coaching and development in an effort to ensure they are providing great service for our clients. There will be a high amount of customer interaction requiring detailed communication and professionalism.
Must have open availability including the ability to work weekends
Coaches and develops representatives ensuring they meet or exceed performance standards.
Assists representatives with process, procedure, and technical questions.
Handles escalated calls by customers when appropriate.
Monitors customer contacts to ensure demeanor, technical accuracy, and conformity to company policies is followed by representatives.
Documents all interactions with direct reports including coaching sessions and disciplinary actions.
Monitors productivity of representatives updating and communicating findings to management.
Monitors results to identify and act on performance trends to ensure attainment of goals.
Determines work procedures, prepares schedules, and expedites workflow changes.
Monitors service levels to ensure service standards are met
Stay abreast of updates and changes in industry of company and clients
Insure representatives are informed of information related to products, procedures, customer needs and company related issues.
Provide input for product development and testing as needed
Actively participates in day-to-day operations of the organization and/or special assignments.
Keeps records of customer questions, request, and complaints.
Studies and standardizes procedures to improve efficiency of representatives.
Maintains harmony among workers and resolves grievances.
Develops, administers, and maintains recognition and incentive plans with management approval.
Education: High School Diploma/GED required. Bachelor’s degree, preferred.
1-2 years management experience, preferred.
1 years contact center experience, required.
Must have availability until 11pm Monday thru Sunday
Identifies and resolves problems in a timely manner
Gathers and analyzes information skillfully
Develops alternative solutions
Works well in group problem solving situations
Uses reason even when dealing with emotional topics.
Manages difficult or emotional customer situations
Responds promptly to customer needs
Solicits customer feedback to improve service
Speaks clearly and persuasively in positive or negative situations
Listens and gets clarification.
Clear and concise correspondence
Contributes to building a positive team spirit.
Includes staff in planning, decision-making
Takes responsibility for subordinates' activities
Makes self available to staff
Develops subordinates' skills and encourages growth
Solicits and applies customer feedback (internal and external)
Fosters quality focus in others
Continually works to improve supervisory skills.
Is consistently at work and on time
Ensures work responsibilities are covered when absent.
Has the ability to prioritize and/or seek assistance to balance workload.