Employment: Call Center Supervisor

Brief:

This position is for a Call Center Supervisor. We need someone with experience and a proven track record. We offer great benefits and a casual, fun work environment.

Description:

  • Providing positive leadership
  • Managing call volumes, e.g., peak times
  • Providing timely notification to management of negative trends, urgency of issue, or extent of required follow up
  • Demonstrating knowledge of organization’s expectations, e.g., internal standards or service level agreements
  • Determining if problem requires action from a higher level of authority
  • Delegating appropriate tasks in an effective manner
  • Understanding the importance and impact of first call resolution
  • Manage, supervise and support a team of system admins within the guidelines of our existing operational processes.
  • Oversee and monitor Agent interaction with customers to ensure sales, quality and compliance goals are met or exceeded.
  • Engage in active feedback sessions to coach and motivate the team to ensure continuous improvement of sales efforts and program productivity.
  • Assess agent performance on current practices to ensure optimal call routing and handling is achieved.
  • Conducting team meetings

Required Skills/Experience:

  • Minimum of 1-2 years working as a call center supervisor
  • Experience with Linux / Windows servers
  • Ability to think on their feet, adapt to changes, and help drive decisions and ownership
  • Ability to learn the company's products, and the regulations for our industry
  • Ability to learn company's culture and processes
  • Positive attitude and ability to work with variety of personalities
  • Excellent communication and presentation skills for all audience levels, both orally and written
  • Excellent working knowledge of MS Office, including Excel, Outlook & Word

Job Reference: CCS

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