Call Center Floor Supervisor

Job Description

Job Description

SALARY : 65K plus 10% Bonus THIS IS A FULLY ON-SITE POSITION

Summary

The main responsibility of the Call Center Floor Supervisor is to supervise daily operations and personnel aiming for maximum performance and cost-effectiveness.

The Call Center Floor Supervisor must also ensure that that staff are well-trained and productive.

Call Center Floor Supervisor is a hands-on role requiring an active and motivational presence on our calling floor.

Essential Duties and Responsibilities

• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (warm transfers, conversion rates, quality, profitability, costs, customer service metrics, etc.)
• Assume responsibility of budgeting and tracking expenses
• Assist in hiring and training Call Center Representatives
• Evaluate performance with KPIs
• Prepare reports for upper management
• Meet lead generation performance goals and metrics

Knowledge & Skills

• Strong internet and PC skills, including Microsoft Word, Excel and Outlook.
• Ability to solve problems partnered with an ability to see the big picture and make improvements
• Excellent organizational, leadership, and problem-solving skills
• Positive and patient
• Strong time management skills.
• Must be organized, reliable and results-driven
• Ability to work independently, self starter and energetic.
• Collaborative team player
• Ability to perform at high levels in a fast paced environment.

Education and / or Experience

• 3 4 years previous Call Center Experience, proficiency in the Home Improvement industry preferred
• Associates Degree or higher

Physical Demands

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. The phrases occasionally, regularly, and frequently correspond to the following definitions : Occasionally means up to 1 / 3 of working time, regularly means between 1 / 3 and 2 / 3 of working time, and frequently means 2 / 3 and more working time.

While performing the duties and responsibilities of this position, the employee will be sitting at a desk 100% of the time.

Specific vision requirements for this position include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee works in an office environment The noise level in the work environment is consistent with normal office noise levels.

The above statement reflect the general details necessary to describe the principle functions of the occupation describes and shall not be construed as a detailed description of all the work that may be inherent in the occupation.

BCI Acrylic Inc. is an Equal Opportunity Employer

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