Contact Center Supervisor

OneVision Resources•Boston, MA

1d•Remote

About The Position

As a Partner Support Supervisor, you will work with the Partner Support Manager to coach, develop, and supervise a high-performing team focused on ensuring that our clients receive the highest quality support. Customer service that is so good it’s worth paying for! Responsibilities can include: Providing coaching, support, and direction to team members by being a consistent virtual presence and providing an appropriate sense of urgency; Communicating important information to agents in a timely manner; Conducting regularly scheduled performance/productivity assessments and feedback sessions; Ensuring agents are adhering to their schedules and, therefore, maximizing the team’s ability to handle contacts; Managing agent schedule changes (e.g., schedule adjustments, time off requests, etc.); Ensuring agent compliance with company and departmental policies and values; Identifying developmental and remedial training requirements for agents and contributing to the creation of training materials and knowledge database content; Conducting agent training sessions for new hires and existing agents; Handling client escalations and partner communications; Assisting the Partner Support Manager with the agent hiring process; Assisting with identifying, defining, and implementing policy changes, process changes, and system requirements; And more!

Requirements

Leadership capability, with either 2+ years contact center management, or 1+ years exemplary performance as a Concierge or Tech Spec and a demonstrated aptitude for leadership
Technical Support Supervisor experience is highly preferred, but don’t let that stop you from applying if you have supervisory experience in other contact center environments
A Bachelor’s degree or at least 5 years of direct relevant experience
The ability to work some evenings and weekends
Strong team building skills with a disciplined and organized approach to team management
You are comfortable and adept at coaching team members to continually improve and develop their skills
Superb customer service skills - when someone calls for support, it’s because they need help. They’re frustrated. Sometimes, they’re even pissed. You will need to ensure your team is prepared to deliver customer service that is so good it’s worth paying for. Every time
We value EQ, not just IQ
Your personality - you need to be pleasant and enthusiastic, while also being assertive and professional
We communicate proactively and transparently
We work 100% remotely, so you must have a proper work environment, including: reliable high-speed internet a quiet area where you can focus enough space for a laptop and at least 1 additional monitor.
Excellent verbal communication skills – you know how to “speak good” Sometimes you will need to talk with a customer or partner to help an agent bring resolution to a difficult request. You’ll also be expected to draft and deliver quarterly performance reviews, just one way that interpersonal communication comes into play
Excellent writing skills - you know how to spell and use grammar and write well-structured sentences that make sense to the reader and know how to avoid writing run-on sentences like this one.
The ability to evaluate situations in the moment and make quick, appropriate decisions
A self-starter mentality, and capable of working independently when needed
An impeccable attention to detail and great organizational skills
An eagerness and aptitude for learning all sorts of things, including new technology.

Nice To Haves

If you have solid contact center supervisory experience: Simultaneously managing 10+ technical support agents, while Doing so in a remote or hybrid work environment
If you have proven experience preparing and supporting your team for changes to processes and policies.
If you have the interest and ability to learn new technology
If you have experience using software to track and manage client data
If you’re passionate about consumer technology

Responsibilities

Providing coaching, support, and direction to team members by being a consistent virtual presence and providing an appropriate sense of urgency
Communicating important information to agents in a timely manner
Conducting regularly scheduled performance/productivity assessments and feedback sessions
Ensuring agents are adhering to their schedules and, therefore, maximizing the team’s ability to handle contacts
Managing agent schedule changes (e.g., schedule adjustments, time off requests, etc.)
Ensuring agent compliance with company and departmental policies and values
Identifying developmental and remedial training requirements for agents and contributing to the creation of training materials and knowledge database content
Conducting agent training sessions for new hires and existing agents
Handling client escalations and partner communications
Assisting the Partner Support Manager with the agent hiring process
Assisting with identifying, defining, and implementing policy changes, process changes, and system requirements