SUMMARY

The Contact Center Supervisor provides day to day leadership and is expected to maximize the quality and productivity of the Call Center Tour Sales and Service Representatives. This Leader is responsible for supervising and coaching a team of associates to drive strong sales and provide quality service. Ensures adherence to company policies through monitoring, coaching agents and review of reports.

KEY RESPONSIBILITIES

• Directly supervises a team of Contact Center Tour Sales and Representatives
• Assists in training staff and development of training materials to continually improve training methods and retention
• Provides and documents performance feedback through monitoring and coaching, performance reviews, and goal setting
• Appropriately address human resource issues, such as attendance and interpersonal conflicts in the workplace; consults Department Manager and/or Human Resources for guidance as needed
• Manages service levels based on key Performance and sales targets
• Improves customer satisfaction and call quality by monitoring and giving feedback
• Increases effectiveness of call monitoring by collaborating with management
• Utilizes reporting to manage improvements in individual, team and queue performance
• Manages and supports change through effective communication
• Assists in supporting the Contact Center by handling calls and customer escalations as needed
• Supports and communicates business goals, quality standards, processes and procedures, sales performance and policies
• Administers motivational programs that include incentives, contests and team performance programs
• Build, establish, and maintain open lines of communication with agents, peers, managers and other departments to facilitate problem solving
• Be available to take calls from queue in times of high call volume
• Develops training tools and provides training to keep team current on products and processes

KEY METRICS

• Grow Contact Center Sales Conversion
• Employee retention goal
• Key performance goals in average handle time, sales per hour, quality, abandonment, etc.
• Supporting, driving, and delivering superior customer satisfaction

QUALIFICATIONS

• 2+ years previous Sales and Service Supervisory experience required (contact center preferred)
• Effective time management, organizational skills, prioritization and multi-tasking capabilities
• Strong communication skills; good judgment and problem-solving skills (verbal and written)
• College degree preferred
• Demonstrated ability to lead, coach and develop effective teams
• Results oriented with ability to manage change while creating a positive environment
• Proficient in Word, Excel, and Outlook with some general computer knowledge

ESSENTIAL PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit; use hands to finger, handle, or feel objects, tools or controls; and to talk or hear.
• Frequently required to stand, walk, reach with hands and arms; bend, push, pull; and move around office to perform duties.
• Occasionally required to kneel, crouch or crawl, and lift up to 25 lbs.
• Ability to use computers, phone systems, calculators, copiers and general office equipment.

Work Environment

• Primarily an inside office job with little exposure to weather conditions
• Primarily sitting, and walking throughout the contact center to assist the team
• Must be able to move around office to perform duties, reach overhead, bend, push, pull, and lift up to 25 lbs
• Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate and may be noisy at times depending on number of agents and business activity.
• Daily exposure to PC.

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position.