Contact Center Supervisor will assist remote agents as they answer questions, handle daily concerns and provide support. They will continue to support agents after training by monitoring their progress, reviewing agent’s unavailable status and providing with ongoing coaching opportunities to meet Contact Center KPI’s (80 / 20 5% abandoned rate)
Contact Center Supervisor will assist in hiring, training agents, coaching for career development for knowledge and skills and provide disciplinary actions when appropriate.
ESSENTIAL FUNCTIONS :
1. Provide excellent customer service
2. Guide Remote Agents when problem arise
3. Schedule weekly huddles with Remote Agents for coaching
4. Review agents phone stats to ensure goals are being met
5. Review and approve timesheets due on Friday evenings
6. Coordinate additional training if needed
7. Excellent interpersonnel, communication (verbal & written)
8. Problem solver, trouble shoot client / agent concerns
9. Ability to multi-task work assignments in a fast-paced stressful environment
10. Must be able to work a flexible schedule, as needed
11. Hold the team accountable to Contact Center metrics
12. Proficient in computer applications and data entry skills.
13. Actively participate in weekly Supervisors meeting
14. Review workflow process to improve performance and make recommendation as appropriate
15. Assist in hiring, training when applicable
16. Provide disciplinary action to include termination when appropriate
17. Pull calls from the queue when needed
18. Reply to emails when backlogged
OTHER PRINCIPAL DUTIES :
1. Other duties that may arise from time-to-time and / or are commensurate with the title and position.
Requirements
- Open availability (hours to be determined)
- Experience in dealing with the public over the phone.
- Excellent communication skills, including verbal with proper grammar.
- Ability to work with others in a close manner.
- Good computer and multi-tasking skills.
- Able to react effectively and calmly in emergencies.
- Able to maintain customer confidentiality, as needed.
- High school diploma or equivalent.
- Have a smart phone with the ability to download apps
- Must submit to and pass a drug test and motor vehicle record check
- Must submit to and pass a background check.
- Provide Form I-9 supporting documentation that proves your identity and eligibility to work in the United States
- Other duties which may arise that commensurate with the title and position
This is largely a stationary position and employees must be able to remain in a stationary position for prolonged periods of time (more than 50% of the time).
May be required to transport more than 10+ pounds and put onto shelves
CDR Maguire is an Equal Opportunity Employer M / F / D / V and EO / AAN / D. Must be able to work in the United States to apply.
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