Supervisor, Operations - Seasonal

ResultsCX•Collinsville, VA

4d•Onsite

About The Position

The Supervisor role provides World-class support to the Call Center Agents and our clients’ customers, as well as consistently driving to exceed performance targets. The supervisor supports and develops RAs by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development. Specifically, the Supervisor role will work across the matrix on a regional basis to interview and close candidates for all assigned regions. The role will be hands-on and subjected to daily quotas that entail interviewing and offer ratios. The Talent Scout will play a critical role in ensuring we hire the best candidates.

Requirements

Consistent attendance and punctuality.
Experience as a Mentor.
Ability to exceed KPI’s.
Proficient knowledge of inbound contact center environment.
Excellent phone skills, customer service skills, analytical and troubleshooting expertise.
Solid verbal and written communication skills.
The Ability to multi-task, handle escalated calls and upset customers in a professional and courteous manner.
A flexible schedule.
Analytical and troubleshooting expertise.
Ability to develop and motivate a team.
Superb listening, probing, negotiation and deescalation skills

Responsibilities

Directly manage team of 10 or more agents, including the provision of significant input on hiring, appropriate discipline, discharge, and insuring accuracy of inputs regarding payroll documentation
Identify, Prioritize and Coach agent development areas
Directly manage team of 10 or more agents
Document account resolutions, issues, and general notes.
Assist agents with functionality and basic troubleshooting of product or account issues for the customers
Maintain target levels of performance required by the client
Maintain up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale.
Help maintain a good team and working environment
Multitask, listen, input data, probes, and proves solutions to the agents.
Ensure that all Agent reference materials are up to date.
Undertake duties of a general nature or additional tasks as business requires from time to time
Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
Ensure that agents have working equipment and all items needed to do their job.