Inbound Call Center Supervisor
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Position Title:
Inbound Call Center Supervisor
Date Posted:
06/02/2009
Location:
San Diego, CA
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Position Type:
Full time
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About The Job
The Call Center Operations Supervisor is responsible for the day to day development of the sales representatives to ensure high quality service that meets or exceeds all individual, team and company goals.
As our Call Center Supervisor, you'll lead and motivate Customer Service Specialists to achieve productivity and customer satisfaction goals; direct, coach, evaluate and schedule call center personnel; and coordinate communication and training sessions. We’ll also rely on you to personally handle complex customer problems as needed. Manage, coach and develop sales representatives to achieve individual, team and company performance goals.
Manage and assume accountability for sales representative's attendance, turn-over, motivation and overall job performance. Lead professionalism by example through dress, attendance, punctuality, respect and manner.
Responsibilities
- Managing within a fast-paced inbound call center with direct responsibility for the overall performance of an assigned team.
- Coaching and developing employees to ensure production goals along with customer satisfaction and retention goals.
- Completes weekly sales representative’s reviews covering all aspects of the sales representative’s position responsibilities and sales objectives.
- Provides feedback and continuous training and development to associates.
- Communicates and cooperates with personnel with regard to operational needs and services.
- Implements and supports all company policies and procedures.
- Performs other additional duties as assigned on occasion.
Skills / Qualifications
This challenging position calls for a candidate possessing:
- Strong Written and verbal communication, and interpersonal skills
- Exemplary coaching / motivational skills at both an individual and team level you must also be familiar with broadband and satellite technology/applications and staff development.
- 3 years of Call Center experience is required.
- Associate degree or equivalent work experience preferred.
- Personnel management experience desired, but not required.
- Strong PC skills (e.g., Word, Excel, and PowerPoint) are required.
- Flexibility in work schedule due to being a 7 day a week service provider, requires flexibility to meet the needs of our customers and employees, including a weekend and on-call rotation.
- Bilingual candidates (Spanish/English) are highly desirable.
Other Notes
We understand that our customers are the reason we're in business. And, the people who provide them with first-rate service deserve the richest rewards we can offer, including industry-leading benefits: medical/dental, paid vacation and holidays, and much more.
We are an equal opportunity employer.
