Contact Center Supervisor Sales - GCC (On-Site) Houston, TX
About The Position
The Contact Center Supervisor Sales - GCC leads and coaches an assigned team in a fast-paced, sales-oriented contact center, ensuring high-quality customer interactions and strong customer relationships. The role drives performance through sales initiatives, a results-focused mindset, and timely delivery of company products and services. The Supervisor helps the contact center achieve its goals and sales expectations, contributing to its success and profitability. The Supervisor directly oversees associates, including selection, performance management, and professional development. They remain actively engaged with the team and teach, coach, and train associates to strengthen sales behaviors, customer engagement, and performance. The role requires motivating and inspiring others, translating strategy into action, and developing associates who can deliver solutions that support customer satisfaction and business results. The Supervisor partners with leadership to execute management strategies and objectives, and recruits, hires, trains, and develops customer service associates to achieve operational and sales outcomes. Strong verbal and written communication skills are essential for communicating expectations, performance feedback, and results to internal and external stakeholders. The position is based in Houston, Texas, and the ideal candidate resides in the Houston Metro area. The schedule requires on-site presence Monday through Thursday at the GCC location; remote work is permitted on Fridays and during rotating weekend on-call coverage.
Requirements
- Must be at least 18 years of age.
- Must be legally permitted to work in the United States.
- The knowledge, skills, and abilities typically acquired through completion of a high school diploma and/or GED.
- Minimum of 1 year of work experience.
- Strong verbal and written communication skills.
Nice To Haves
- Working knowledge of Microsoft Office Suite.
- Working knowledge of Tableau.
- Working knowledge of presentation software such as Microsoft PowerPoint.
- 1+ years of previous leadership experience.
- Preferred 2+ years of work experience.
Responsibilities
- Organize and supervise day-to-day contact center team operations to achieve key performance goals.
- Ensure accurate and timely handling of customer transactions; monitor associate productivity and service levels for quality; and ensure proper associate scheduling.
- Lead by example in executing management strategies, objectives, and goals to meet internal and external customer needs.
- Train, coach, and develop associates to build an effective, high-performing team, including providing hands-on daily coaching.
- Manage direct reports' performance processes, including evaluations, mentoring, corrective action, and hiring.
- Lead and direct the team in a manner that inspires engagement.
- Maintain individual direct-report statistics, analyze department results, troubleshoot operational problems, and complete required team reports.
- Work with contact center managers to identify operational improvements, contact center efficiency opportunities, and interdepartmental partnerships.
- Identify and analyze escalated problems and guide direct reports toward resolution.
- Serve as an escalation point for transactions requiring advanced expertise or discernment, resolving complex customer issues and ensuring timely follow-up and customer satisfaction.
- Answer front-line customer inquiries.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
