Contact Center Supervisor
About The Position
The Contact Center Supervisor manages the daily operations of the contact center. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. As the supervisor you must be an organized, dependable, and results-driven professional; have a practical mind to solve problems on the spot partnered with an ability to see the "big picture" and make improvements. The goal is to do everything possible to attain goals and achieve great results for our company. Why join us: Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do. Competitive Compensation: We offer highly competitive compensation and a total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly. Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively. Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends. Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being. Opportunity: A continuous focus on professional development with many opportunities for training & career growth. Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.
Requirements
- Bachelor's and/or 5 years' experience in call center management required
- Flexibility to work between the hours of 7am-8pm, including weekends.
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
- Knowledge of management principles and familiarity with company products, services, and policies
- Strong coaching and leadership skills, ability to motivate employees
- Proficiency with necessary technology, including computers, software applications, phone systems, etc.
- Legal authorization to work in the United States is required. We will not sponsor individuals for employment visas now or in the future for this job opening.
Responsibilities
- Work with manager to implement objectives, analyze call center metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers.
- Evaluate and coach back customer service skills to assure consistent quality.
- Foster/mentor a consistent positive, cooperative, courteous, and professional attitude
- Recognize and reward excellent team performance.
- Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coaching workers regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call center goals
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Develop standards, processes, procedures, and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer.
- Other duties as assigned.
Benefits
- Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
- Competitive Compensation: We offer highly competitive compensation and a total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
- Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
- Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
- Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.
- Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
- Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Utilities
