This position is responsible for supervising a team of approximately 20 associates in a fast paced contact center. The Contact Center Supervisor is responsible for daily oversite and management of the contact center ensuring customer issues are addressed, service levels are achieved, and processes are followed by all associates.
Provide daily direction to contact center associates.
Ensure associates are adhering to schedules and that service levels are achieved on a daily basis
Work daily with workforce management team on managing service levels by being flexible for off phone time and assisting with coordinating overtime or early release time
Provide daily direction and coaching to associates. Ensure daily communication with team
Develop performance improvement plans as needed and follow through on all disciplinary actions
Hold monthly one-on-ones with associates providing constructive feedback on performance and ways they can continue to exceed in their position
Hold monthly team meetings to share pertinent information to entire team
Provide structured support to career development discussions ensuring associates understand their potential for growth within the company
Ensure customer escalations are handled expeditiously and that all customer complaints are addressed quickly and appropriately with the associates
Must be able to handle escalations for all call types
Perform quality monitoring throughout the month on all associates, providing feedback as necessary
Participate in quality calibration sessions with the QA team ensuring consistency in scoring.
Drive employee engagement by being available, accessible and mentoring staff
Utilize all recognition and reward tools on a frequent basis
Assist in coordination of departmental activities for the associates (i.e. CS week, monthly celebrations etc.)
Complete all job training required to stay informed about new products, policies and practices
Any other duties as assigned by CS management.
Back up Workforce Management team as needed
High School diploma required; some college preferred
Previous call center experience is strongly preferred
Outstanding telephone skills, including voice tone and courtesy
Ability to multi-task and prioritize as needed to meet departmental guidelines
Computer literate, especially with Windows applications
Intermediate knowledge of the Microsoft programs – Outlook, Word and Excel
Strong interpersonal skills and ability to work in a team environment
Demonstrated skills in providing feedback and coaching for improvement
Excellent problem solving skills and ability to grasp new procedures
Proven written communication and organizational skills
Ability to be self- managing