Contact Center Supervisor in Southington, CT

GT Independence • Southington, CT

13d • $60,000 - $65,000

About The Position

The Contact Center Supervisor (Team Leader) is responsible for providing quality and efficient customer service through the daily management of a team. The role includes motivating, recognizing and rewarding employees; coaching, counseling, training, and problem solving. The supervisor helps ensure calls are handled promptly and knowledgeably, supports employee performance and development, and contributes to process and service improvements.

Requirements

• At least 2 years of related experience.
• High school diploma or GED required.
• Competence using Microsoft programs and the Internet.

Nice To Haves

• Associate degree preferred, but not required.

Responsibilities

• Provide daily direction and communication to employees so calls are answered in a timely, efficient, and knowledgeable manner.
• Continually evaluate processes and procedures and suggest ways to improve operations, efficiency, and service to internal and external customers.
• Manage employees and ensure work is handled efficiently and effectively.
• Provide regular performance feedback and coaching to each team member.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Create and maintain a high-quality work environment.
• Assist the manager with developing, analyzing, and implementing staffing, training, scheduling, and reward and recognition programs.
• Participate as a member or leader of special or ongoing projects important to area or process improvement.
• Use appropriate judgment in upward communication about department or employee concerns.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED