Lighthouse Works

Position Description

Position Title: Contact Center Supervisor – Commercial Campaigns

Employee Status: Hourly / Non-Exempt

Location: Hybrid / Remote; May be required to be on-site for client visits

Reports To: Contact Center Manager

Basic Function:

The Commercial Contact Center Supervisor position works closely with the Commercial Contact Center Operations Manager and the contact center team in the fulfillment of day-to-day operations and administrative functions involved in running a multi-campaign, inbound/outbound Contact Center.  The Commercial Contact Center Supervisor is expected to participate in and fully support the values and mission of Lighthouse Central Florida and Lighthouse Works.

Work Direction: Works as a member of the Contact Center team under the direction and supervision of the Contact Center Operations Manager for Commercial Campaigns.

Job Requirements:

• Lead weekly client-facing meetings, presenting the client’s performance metrics directly to the client.
• Highly skilled at handling fast-paced, high-stress environment with grace and ease.
• Coach Team Leaders by providing professional and constructive feedback ensuring campaign needs are being met.
• Responsible for ensuring opening and closing responsibilities related to balancing workload for agents in multiple telephony systems during the evening and weekend hours are completed, as needed.
• Fully self-manage all Work Force Management functions during after-hours and weekends to ensure service levels and off-line work-types are actively and aggressively managed.
• Regularly review reporting, coaching Team Leaders to Contact Center metrics and requirements unique to assigned Commercial Campaigns, utilizing client-based systems.
• Lead staff meetings / huddles
• Onboard new Team Leaders, orienting them to the campaign.
• Monitoring quality of agent interactions with internal and external customers, and providing appropriate feedback to Team Leaders.
• Coaching to Team Leader KPI/Metrics and attendance patterns.
• Treat customers and staff with truly exceptional levels of courtesy, sensitivity, and respect.
• Must be able to maintain client confidentiality at all times.
• Meet and maintain monthly performance metric expectations such as Tour Booking Rate, Call Conversion Rate, Average Handle Time, Customer Satisfaction scores, and other client-measured requirements.
• Maintain proper and accurate documentation of all activities.
• Adhere to policies and procedures.
• Arrive to post on time and ready to work assigned hours.
• Attend required meetings and participate in meetings as requested.
• Other duties as assigned

Qualifications

Education:

• High school diploma, GED or equivalent required. College degree and/or vocational/technical training preferred

License and/or Certification:

• None required

Experience:

• 3+ Years Contact Center leadership experienced required.
• 2+ Years Lighthouse Works experience as a Team Leader required.

Demonstrated Knowledge and Skills:

• Ability to supervise a fast paced customer service environment
• Ability to work under pressure and meet deadlines
• Ability to lead teams through change and be flexible to new ideas
• Must be a critical and analytical thinker
• Positive and effective relationship building, leadership, and interpersonal skills
• Ability to work with a variety of personalities and styles
• Proficient in the Microsoft Office software applications—Outlook, Word, Excel and PowerPoint
• Ability to communicate professionally, both orally and in writing with a service oriented approach, sometimes under stressful circumstances
• Fluency in Spanish a plus
• Excellent communication skills—verbal and written
• Ability to communicate in a clear, concise, understandable manner, and listen attentively to others
• Ability to remain positive in all situations with difficult customers
• Ability to adjust priorities and manage time wisely
• Ability to gather data, monitor processes and seek continuous improvement opportunities

Physical Demands:

• Typical office environment with infrequent lifting, carrying, pushing and/or pulling of objects and materials up to 10 lbs.
• Extended periods of time at keyboard or workstation
• Extended periods of oral communication
• Frequent typing

Requirements:

• Must pass Level II background check
• Flexible Schedule Ability to work flexible hours as needed.

Qualifications

Education:

• High school diploma, GED or equivalent required. Some business classes, vocational/technical training preferred

Experience:

• 3+ Years Contact Center leadership experienced required.
• 2+ Years Lighthouse Works experience as a Team Leader required.

Demonstrated Knowledge and Skills:

• Skills in creating an atmosphere conducive to customer-friendly relations by providing outstanding, courteous, friendly, and prompt customer service.
• Ability to show courtesy and respect to all customers and agents.
• Ability to be a team player.
• Ability to handle multiple tasks in a fast paced environment.
• Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues tactfully and professionally.
• Ability to type 35 words per minute (WPM) and have knowledge of Microsoft applications.
• Embodies commitment to the organizations core values and seeks ways to share them.
• Ability to handle sensitive/confidential information with discretion.
• Exercises good judgment.