Contact Center Supervisor

Equity LifeStyle Properties, Inc.•Orlando, FL

1d•Onsite

About The Position

With a culture of recognition and reputation for excellence, ELS is the ideal organization in which to develop a long and successful career! ELS is hiring for the position of Contact Center Supervisor in Orlando, Florida. The Contact Center Supervisor oversees and coordinates a team of telephone customer support services.

Requirements

Bachelor’s degree in a relevant field, or the equivalent combination of education and experience.
2+ years of experience in a customer service role.
Exceptional leadership, facilitation, conflict resolution and people management skills.
Strong communications and problem-solving skills.

Responsibilities

Make necessary changes in staffing based on the day of the week, sales promotions, other anticipated events and Private Branch Exchange (PBX) data.
Review PBX data to monitor the customer experience and subordinate statistics.
Monitor the productivity of customer service representatives and generate required reports.
Monitor individual, team and call center results to identify and address both positive and negative performance trends; ensure that the team meets both revenue goals and performance targets.
Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies.
Answer questions and recommend corrective services to address customer complaints.
Ensure that team members are fully informed with respect to new products, procedures, customer needs and company-related issues, changes and actions.
Compile work volume statistics to maintain records of customer service requests and complaints, and to meet accounting needs.
Determine work procedures, prepare work schedules and expedite workflow.
Study and standardize procedures to improve team members’ efficiency.
Compile individual employee reports into composite team reports.