Contact Center Supervisor - SVCS Design Connect
About The Position
The Contact Center Supervisor leads and coaches an assigned team to ensure quality customer interactions, build and retain customer relationships, and commit to the timely delivery of company products and services. They contribute to the overall success and profitability of the contact center by ensuring their team meets or exceeds department goals and objectives. This role involves the direct supervision of others' work activities, including personnel matters such as selection, termination, performance appraisal, and professional development. The Contact Center Supervisor leads a team in executing management-set strategies and objectives, and is responsible for recruiting, hiring, training, and managing customer service associates to achieve department and position goals. The incumbent must be self-motivated, able to motivate others to work as a team, and effectively communicate verbally and in writing with all internal and external stakeholders.
Requirements
- Must be 18 years of age or older.
- Must be legally permitted to work in the United States.
- 1 year of work experience.
- No previous leadership experience.
Nice To Haves
- Working knowledge of Microsoft Office Suite
- Working knowledge of Tableau
- Working knowledge of presentation software (e.g., Microsoft PowerPoint)
- Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)
- 1+ year of previous leadership experience
Responsibilities
- Directly organizes and supervises day-to-day operations and activities of a contact center team to achieve key performance goals.
- Ensures accurate and timely handling of customer transactions.
- Monitors associate productivity and service levels for quality.
- Ensures proper associate scheduling.
- Leads by example in the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met.
- Optimizes diverse talent through a demonstrated commitment to equal employment opportunity.
- Supports the building and developing of an effective and high-performing team through training, coaching, and development.
- Provides hands-on daily coaching to improve and maintain team performance.
- Is directly responsible for the performance management process (evaluations, mentoring, corrective action, hiring) for direct reports.
- Leads and directs in a manner that inspires.
- Maintains statistics for individual direct reports.
- Analyzes department results.
- Troubleshoots operational problems and completes team reports as required.
- Works with contact center managers to identify operational improvements, opportunities for contact center efficiency, and interdepartmental partnerships.
- Identifies and analyzes escalated problems and provides guidance to direct reports for resolution.
- Serves as a point of escalation for transactions requiring advanced expertise or discernment to resolve complex customer issues and ensure timely follow-up and customer satisfaction.
- Answers front-line customer inquiries.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
