Call Center Supervisor| Full Time | Steven Tanger Center for the Performing Arts

Oak View Group•Greensboro, NC

1d•$25 - $28

About The Position

As the Call Center Supervisor you will be a key partner to the Box Office leadership team by providing support, guidance and coaching the part time Call Center staff members. This position will help maintain our Archtics database by updating patron information, cleaning up duplicate accounts and assisting with list and account group support. The Call Center Supervisor will also work closely with Box Office leadership team to stay abreast of all upcoming on sales, events, campaigns and communication efforts.

Requirements

High School diploma, GED or equivalent is preferred.
2-3 years of related experience in a supervisory role within a call center.
Strong leadership, communication, negotiation and problem-solving skills.
Working knowledge of MS Office and telephone systems.
Excellent organizational and attention to detail skills.
Ability to coach, train, and motivate staff.
Ability to remain calm and courteous under pressure and navigate tense situations during busy hours.
Ability to supervise workflows, prioritize tasks, and meet performance targets.
Must be able to work a flexible schedule, including evenings, weekends, and holidays.

Responsibilities

Oversee daily operation of the Tanger Call Center.
Handle escalated customer issues and resolve conflicts.
Assess the workflow of the Call Center and create staff work schedules.
Develop and maintain training program for the Tanger Call Center staff.
Hire and train all staff through in person training.
Provide feedback to management on a daily basis of problems, issues and/or trends/patterns that emerge in communication with season seat members.
Assist with list and account group policies and procedures related to the operation of the Call Center.
Assist with preparing monthly and annual reports.
All other duties as assigned.