JOB SUMMARY
Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 24 subordinate personnel.
JOB RESPONSIBILITIES
- Provides regular supervision and mentorship over subordinate staff
- Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
- Facilitates daily agent coaching and development sessions in both written and verbal format
- Participates in client related activities to include client calibration sessions and project planning
- Identify and address agent training needs
- Manage team’s time entry to ensure 0% discrepancy rate
- Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc.)
- Manage financial implications of attrition and attendance by maintaining program-specific goals
- Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
- Completion of weekly Team Manager Scorecard for review with Operations Manager
OTHER RELATED DUTIES
- Diffuse irate customer calls as applicable
- Provide agent support via handling escalated calls, as needed
- Maintain up-to-date employee files and documentation
- Ensure high level customer service is being practiced by all subordinate staff
JOB REQUIREMENTS
Minimum Education and Experience :
- High School Diploma or GED required
- Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following :
1. excellent oral and written communication skills
2. strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
3. establish a team environment by coordinating / cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives
4. successful completion of two management level interview
5. time management skills and computer proficiency
6. objectivity, professionalism, and maturity
7. flexibility and demonstrated ability to adapt well in a changing environment
Preferred (not required) :
bachelor’s degree desirable
Licenses and / or Certifications :
None
Knowledge, Skills and Abilities :
- Excellent oral and written communication skills
- Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
- Establish a team environment by coordinating / cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives
- Time management skills and computer proficiency
- Objectivity, professionalism and maturity
- Flexibility and demonstrated ability to adapt well in a changing environment
- Previous sales experience preferred
Work Environment :
Running day to day operations-100% (Of this time, 20% is devoted to administrative duties, 20% to client related activities such as calibration sessions, project planning, etc.
and 60% to the development of Customer Care Consultants).
Physical Demands :
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